topic Re: Reporting on Customer Feedback in Customer Feedback Tool

Reporting on Customer Feedback

katherineladue — Thu, 07 Oct 2021 15:20:21 GMT

Hi, is it possible to create a report that compares internal team member performance on CSAT surveys? We have a client who is using this as a sort of "support team leaderboard" in their other system and are considering switching to Service Hub, but want to make sure they can keep all their same reports.

I'm picturing it as maybe having one CSAT survey link for each support team member that gets sent out after an interaction and asks the customer to rate their satisfaction, then a custom report that compares the satisfaction scores for each of the individual surveys? Is there a better, more streamlined way to do this?

Any insight is appreciated!

Re: Reporting on Customer Feedback

TitiCuisset — Fri, 08 Oct 2021 09:51:57 GMT

Hi @katherineladue

Thank you for reaching out.

I want to tag some of our experts on this - @StefaniUAT @MichaelC @Josh do you have any thoughts for @katherineladue on this?

Thank you!

Best

Tiphaine

Re: Reporting on Customer Feedback

Josh — Fri, 08 Oct 2021 12:00:19 GMT

Hi @katherineladue,

I'm not saying it isn't possible, but I have never tracked this on an interaction-by-interaction basis. If you have one account manager and want to track the overall happiness of the client, you can run a report that pulls the average rating of customer feedback surveys vs company owner.

Your X axis will show the the company owner (account manager).

This may not be exactly what you are looking for, but it should work.

Josh

Re: Reporting on Customer Feedback

katherineladue — Fri, 08 Oct 2021 18:00:37 GMT

Thank you, that's good to know! Definitely a more streamlined way to approach it.

Re: Reporting on Customer Feedback

JLim8 — Fri, 19 Nov 2021 02:05:51 GMT

Oh thanks, I found this thread!