Understand interaction satisfaction without losing team and customer boundaries.
Customer support teams need feedback that fits the customer interaction and leads to a clear next step. Configure the same survey, delivery, privacy and follow-up controls around the moments your team actually owns.
A verified Helpdesk resolution event can queue CSAT after the configured delay. The occurrence identity prevents a repeated event from sending another survey. A later eligible interaction can still be surveyed after the frequency cap. Helpdesk retains ownership of the ticket, resolution and agent assignment; Customer Feedback System records the listening program and its result.
Support Manager sees attributable feedback for the current authorized team, with masked comments and a clear source context. Another team's data does not become available through a saved report or export. Relationship NPS and account recovery remain with the customer-experience and account teams, rather than expanding support access through a convenient dashboard.
A failed message, a suppressed recipient and an unanswered survey are different outcomes. Response rate uses accepted deliveries and completed responses from the same observation basis. An uncertain provider result is investigated through its original request instead of producing another send. Missing feedback does not count as a satisfied customer or a low score.
Themes can reveal issues such as wait time, agent behaviour or product friction. Classification remains a suggestion that the permitted team can review. Alerts combine score movement with a minimum sample and link to permitted evidence without broadcasting raw comments. Instrument and cohort versions make it possible to see whether an apparent change follows an operational improvement or simply a different question.
Read the current team scope
Keep deliverability separate from sentiment
Trigger from a completed interaction
Use comments to choose an improvement
Same records, same gates. The configuration changes how the process runs for this team.
| Followup Number | Customer | Owner | Due Date | Outcome Category |
|---|---|---|---|---|
| FLL-46520 | CUS-179 | XT | 13 Sep | Resolved |
| FLL-46161 | CUS-147 | UL | 09 Sep | NotReachable |
| FLL-76950 | CUS-121 | PP | 11 Sep | EscalatedToProduct |
| FLL-17025 | CUS-192 | HG | 07 Sep | ChurnRisk |
| FLL-76835 | CUS-022 | RC | 25 Sep | Recovered |
| FLL-19064 | CUS-221 | SW | 29 Sep | Resolved |
| Response Number | Campaign | Instrument | Responded At | Channel |
|---|---|---|---|---|
| SR-66055 | SC-62758 | ST-5575 | 18 Sep | |
| SR-20054 | SC-32819 | ST-1503 | 18 Sep | SMS |
| SR-68256 | SC-99435 | ST-4175 | 06 Sep | InApp |
| SR-62076 | SC-42987 | ST-7889 | 06 Sep | Portal |
| SR-77335 | SC-70890 | ST-5077 | 19 Sep | |
| SR-21589 | SC-54773 | ST-1582 | 12 Sep | SMS |
| Period | Scope Key | Respondent Count | Average Rating | Top2 Box Pct |
|---|---|---|---|---|
| PRD-283 | SK-878 | 68 | 3.72 | 66.18 |
| PRD-676 | SK-242 | 74 | 3.04 | 39.19 |
| PRD-914 | SK-183 | 46 | 3.76 | 56.52 |
| PRD-606 | SK-328 | 71 | 3.04 | 42.25 |
| PRD-965 | SK-857 | 54 | 3.67 | 61.11 |
| PRD-126 | SK-257 | 61 | 2.98 | 32.79 |
Admin is configured as a role at rollout; the spec has no matrix column for it yet.
Uses attributable interaction feedback and scorecards for the current support team.
Owns campaign review, program operation and independent follow-up outcome decisions.
Defines analytical cohorts and interprets permitted aggregate results.
Learn from customer comments and test survey wording on a stable basis.
Keep completed answers valid, private and connected to the survey customers received.
Read CSAT, NPS and CES with the population and scoring rules behind each result.
Reach eligible customers with approved surveys and controlled reminders.
Give attributable low scores an owner, due date and reviewed outcome.
Build CSAT, NPS and CES instruments with a clear scoring basis.
Detractor responses created in period, Followups opened, in-progress, resolved with median days-to-resolve and OutcomeCategory mix (Resolved / NotReachable / EscalatedToProduct / ChurnRisk / Recovered). Surfaces stalled followups and AccountManagers operationalizing recovery.
Quarterly NPS at Org and per Segment / Region / Plan / AccountOwner, trailing 8 quarters with Promoter / Passive / Detractor mix and period-over-period movement. Drills into the per-Cohort view (e.g. New customers vs. Tenured) and into the per- AccountOwner leaderboard. The CX Manager's daily landing report and the board-deck input.
Per Period: CSAT Average, Top-2-Box, Bottom-2-Box, ResponseRate by Channel (Email, Chat, Phone, Portal), drilling into AgentTeam × Agent. Highlights channel-specific dips and per-agent variance. The Support Manager's coaching report.
Yes. Each program keeps its own published instrument, primary metric question and scoring basis. Compare compatible populations; a custom scale is not labelled as standard NPS.
Related questionThe queued invitation and every reminder recheck current suppression before dispatch. A channel fallback does not bypass the preference.
Related questionThe stable customer, campaign and occurrence identity returns the existing invitation. A later eligible interaction can have its own invitation after the configured frequency cap.
Related questionNo. Anonymous business responses contain no customer or interaction references, and staff cannot traverse private delivery correlation. Attributable low scores can enter the scoped follow-up process.
Related questionA CX Manager different from the preparer approves the current campaign revision. Follow-up closure also requires a CX Manager distinct from the task owner and submitter.
Related questionSkipped or invalid answers do not become zero scores. Empty denominators remain unavailable, and anonymous groups below the approved minimum are withheld.
Related questionNo. It permits evaluation under the method agreed before the test. The result can be inconclusive or show no significant difference.
Related questionConnect onboarding effort, relationship health and customer recovery.
Understand interaction satisfaction without losing team and customer boundaries.
Collect checkout, service and custom feedback at a useful point in the customer journey.
