Introduction
A Satisfaction Report in Richpanel provides valuable feedback on your customers' happiness levels regarding their interactions with your support team. It is a key metric for understanding service quality and identifying areas for improvement.
Prerequisites
Before you begin, ensure you have access to the Richpanel with permissions to view reports and analytics.
Reports breakdown
Step 1: Accessing the Satisfaction Report
- Sign in to your Richpanel account.
- Click on 'Reports' from the navigation menu.
- Choose 'Satisfaction Report' from the dropdown menu to view the report.
Step 2: Understanding the Summary Metrics
- The Summary section provides a snapshot of the average satisfaction rating out of 5, along with a comparison to the previous period's rating.
- It also shows the percentage distribution of responses across different satisfaction levels, from very satisfied to very unsatisfied.
- Pay attention to the total number of surveys sent and the number of responses received to gauge the engagement level.
Step 3: Reviewing Customer Reviews
- Below the summary, the 'Customer Reviews' section lists individual feedback ratings and comments from customers.
- Review these for qualitative insights into what customers appreciate and what areas might require attention.
- Take note of any common themes or repeated issues that might need addressing.
Step 4: Analyzing CSAT by Agent
- Further down, there is a 'CSAT by Agent' section that shows the average CSAT score for each support agent along with the number of reviews they've received.
- Use this data to identify top-performing agents and to understand where additional training or resources may be beneficial.
Step 5: Applying Filters for Deeper Analysis
- Apply various filters such as Brands, Agents, Tags, or Channels to segment the data according to your needs.
- This can help pinpoint specific areas of customer service that are impacting overall satisfaction.
Conclusion
Regularly reviewing the Satisfaction Report can drive improvements in your customer service strategy. Use this data to recognize and reward high-performing agents, to identify training opportunities, and to enhance the overall customer experience.
← Previous
Next →