Satisfaction Survey

Want to make sure you are providing high quality support? Just ask your customers - this add-on makes it easy!

This extension allows you to automatically collect survey responses that rate your agent’s performance on a ticket.  The add-on offers four different methods to collect satisfaction ratings from your customers:

  1. Send a survey X minutes/days after a ticket is closed.  The user will click a survey link and fill out the survey form on your website.
  2. Send a simplified survey X minutes/days after a ticket is closed. The simplified survey includes only TWO options – a “thumbs up” or “thumbs down” (good/bad).  As soon as the user clicks an option in the survey email the choice will be recorded and they will be shown a “thank you” message.
  3. View an automatic survey page after the user closes a ticket.
  4. Include a survey link on each email that a customer receives from an agent about the ticket.

Features of this add-on include:

  • One-click option to close a ticket and submit a rating
  • Administrator-defined Rating Scale,
  • Administrator-defined delay before survey is sent out,
  • Customized list of reasons if user provides low rating,
  • Full control over the contents of the survey-email request,
  • Simple path for user to complete survey,
  • Extensive array of other configuration options
  • Option to pop up survey immediately after ticket is closed
  • Option to use “quick-link” thumbs-up / thumbs-down links in survey emails
  • Option to include click-to-close-and-rate links in agent response emails

This add-on fills in a critical gap that closes the circle in the customer service process – getting feedback on the performance of agents. If you don’t know how well your customer support process is working, you probably don’t know how many customers you are losing or gaining because of that critical business function. Use this add-on to fill in the visibility gap!

Here are a few examples of survey emails that you can configure:

(Click any of the four images below to bring up the slideshow)

You Have Full Control Over The Survey Email Contents

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A Simple Survey Screen Makes It Easy For The User To Respond

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View Survey Results Right On The Ticket

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Set, Control and Cancel the Countdown Before The Survey Is Sent

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Extensive Options Give You Full Control

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Documentation

Need more information?  Check out the documentation!

Prerequisites

  • WordPress Version 4.0 or later
  • Awesome Support Version 4.0 or later
  • PHP 5.6 or later

Purchase options

  • Billed yearly until cancelled

  • Billed yearly until cancelled

  • Billed yearly until cancelled

Add to Cart

Cart

Basic System Requirements

  • WordPress Version 4.0 or later
  • Awesome Support Version 4.3.0 or later
  • PHP 5.6 or later

Additional Requirements

There are no additional requirements for this item.

Documentation

Purchase options

  • Billed yearly until cancelled

  • Billed yearly until cancelled

  • Billed yearly until cancelled

Add to Cart

Recurring Subscription Notification

The pricing for this (and most other add-ons) is set as a subscription by default. However, you are free to cancel the recurring subscription at any time – you will still be entitled to the one year of free updates and support from the time of your last payment. The software will generally continue to work without additional payments. However, you should be aware that, as with all software, a future update of any of WordPress / Awesome Support Free Core could include a breaking change. At that time, if you are not on a subscription plan, you will need to purchase a new license to obtain the compatibility updates necessary for the product to continue to work.

To cancel your subscription:

  • Credit card or stripe users- just go to your MY ACCOUNT page on our website.
  • Paypal users - cancel from directly inside your Paypal account.

This notice does not apply to service products such as custom programming or to free plugins.

Changelog

Version 1.0.8 - June 8th 2017

Important Upgrade/Install Note:  After installing you must go to the TICKETS->SETTINGS->Satisfaction Survey tab and click the SAVE button.
  • Fix: Error thrown when ticket is opened on front-end.

Version 1.0.7 - June 7th 2017

  • ENH: Added option to add quick links to the bottom of agent reply notification emails.
  • Tweak: Updated language POT file

Version 1.0.6 - June 6th, 2017

  • Enh: Add option to control if survey pops up immediately after a ticket is closed or just sent via email.
  • Enh: Add template tags for quick 'thumbs up' or 'thumbs down' that can be used in survey emails.
    • These tags will immediately record the users choice and show a thank you page instead of requiring another step to complete the survey.
  • Enh: Added ability to customize the thank you message taht shows up after a survey is completed.
  • Enh: Sorting on rating column in ticket list
  • Fix: License meta field wasn't being updated
  • Fix: Disable if AS core isn't active

Version 1.0.5 - November 28th, 2016

  • Fix: Survey occasionally being sent at incorrect times.

Version 1.0.4 - November 8th, 2016

  • Updates: Clean up translation catalog, textdomains and add to POEDITOR.com
  • Fix: Force use of HTTPS when FORCE_SSL_ADMIN is set to true

Version 1.0.3 - October 5th, 2016

  • Additional Fixes for issue with standard wp emails not sending if this add-on is installed.
  • Now requires version 3.3.3 of Awesome Support Core

Version 1.0.2 - October 4th, 2016

  • Fixed issue with standard wp emails not sending if this add-on is installed.
  • Fixed licensing issues

Version 1.0.1 - September 28, 2016

  • Minor fixes

1.0.0 - September 23rd, 2016

  • Initial Version
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