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Keeping Track Of Feedback Using Surveys

In order to monitor customer happiness, Halo has a configurable survey functionality. Depending on your preferences of depth when receiving feedback, this can be as simple as 'one-click feedback' or a multiple question CSAT survey.


To start setting up your feedback options, head to the 'Administration Console' > 'Processes' > 'Surveys'. 



On this page, you can decide how many tickets you'd like to be surveyed (%), by default, this is set to 0 so if you are interested in the survey functionality, make sure this number is set. 



NOTE: If you do not select 100%, it is important to note that the tickets surveyed are random.



Next, you need to select a range for your one-click feedback. By default, this is a rating out of 4.


You can choose your icons for each range level, but the above are our out-of-the-box options.




If you'd like to have a larger range, for example, eight choices rather than four, you could set it up as below:



In our system, 1-2 would have the same outcome of 'excellent'. However, in reporting you could be more granular with this.


Next, you can use the buttons below to script what you'd like the customer to be presented with when they use the single-click feedback.


This uses a rich text field so can include images and emojis as you please.


If you'd like to go down the route of a multi-question CSAT survey, or to thank people if they decide to leave a comment following their one-click feedback. You can use this button to do so:



This is a global message that would be shown to all customers.


Halo has the optional ability to create new tickets if bad feedback is received.



You can select the ticket type you'd like to be created upon receiving bad feedback, whether it is only recorded once or multiple times per ticket, and an option to have a pop-up on tickets if the customer of the ticket has recently given bad feedback, or if they give consistently bad feedback.


If you are wanting to create a CSAT survey following the closure of the ticket, you can do this by using the below set-up options:



The first button brings you to a text box that allows you to insert what is seen when the variable is used in a template. The variable automatically generates a URL to the survey for the specific ticket. You will need to add this to your email closure template in order for the CSAT survey to be sent out.



Then, to add survey questions, first go to 'Add Survey Custom Fields', and create a new field.


I have created a very simple one below.


Then, you need to add the question to the ticket type you'd like to have this question appear on. 


I have added it to my query form as it is relevant for this type of enquiry


However, because you do not want it to show when the enquiry is raised, you will need to change the visibility permissions to below:



This means that the survey question will not show on the ticket itself during the logging process (agent or portal side) but will be visible when the survey is sent out.


You can add as many questions as you'd like to the ticket type. Once you're happy, save the changes to the ticket and your surveys will be ready to go!





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