Extensions: Satisfaction Survey
Satisfaction Survey Concepts
The Satisfaction Survey add-on enables you to automatically send a survey email to your customers after a ticket has been closed. The email will contain a link to a survey where the customer can indicate how satisfied they were with the efforts of the support agent to resolve their issue.
Here is an example of what an email can look like – note that we have “prettied” up this email example to add a logo, a nice footer etc.
When the user clicks on the survey link, they are taken to a simple page on the WordPress webiste to complete the survey. The webpage will look similar to the following:
The survey is kept as simple as possible – studies have proven that customers are more likely to complete a survey if the expected time investment is small.
There are four different methods for conducting your surveys:
- Sending an automatic email X minutes/days after a ticket is closed. The user will click a survey link and fill out the survey form on your website.
- Sending an automatic email X minutes/days after a ticket is closed that 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.
- View an automatic survey page after the user closes a ticket.
- Include a survey link on each email that a customer receives from an agent about the ticket.
The Satisfaction Survey Add-on uses WordPress’ Cron System to schedule the emails being sent to the customer. This means that:
- You need to ensure that your WordPress Cron system is working properly.
- That your site is receiving enough traffic to trigger WordPress’ Cron system at the appropriate time. Your site should be getting at least one visitor every hour in order to trigger the WordPress Cron system.
Installation Instructions For The Satisfaction Survey Add-on
- Download the file to your desktop from the links provided in your purchase receipt or from your Account screen
- In the WordPress Admin dashboard select Plugins->Add new
- You should now see a screen with the list of plugins that are installed on your system. At the top left is a button labelled Upload Plugin. Click on it.
- You should see a dialog box asking for the plugin file. Navigate to your desktop and choose the file you downloaded in the first step of this procedure then click the Open button at the bottom of the dialog box
- You should now be back in the main Add plugin screen with the filename filled out. Just click the Install Now button.
- If all goes well you will see a new screen with a link that says Activate Plugin. Click on it. That will complete the plugin installation process.
Important Step – Permalinks Generation
We have to get WordPress to regenerate its Permalinks. To do this just go to Settings->Permalinks. You don’t have to make any changes – just click the Save button.
If you get a “directory already exists” error message, you will need to use FTP to upload the updated plugin to the folder that already exists. Check with your hosting provider for instructions on how to use FTP to upload files. Please make sure you “unzip” the plugin files before uploading them via FTP
Personalizing Satisfaction Survey
When the Satisfaction Survey add-on is activated, it is ready to go. Its default configuration allow you to get started right away – it will:
- Send out a survey to customers 24 hours after a ticket has been closed
- Automatically delete the results of any survey if the ticket is re-opened
- Display a rating column on the Tickets List page
- Give the customer only two choices – “Bad” and “Good”
- Provide 5 reasons for the customers to choose from if they stated that their experience was “Bad”.
Accessing Configuration Options
You can access the configuration page by going to Tickets->Settings and clicking on the Satisfaction Survey tab.
What The Options Mean
Configuration options are divided into seven sections
- Survey Behavior
- Miscellaneous (General)
- Rating Scale
- Unsatisfied Reasons
- Email Template
- Thank You Message
In the next part of this documentation we will cover each item in each section.
On the configuration tab for Satisfaction Survey, the options are divided into seven sections
- Survey Behavior
- Miscellaneous (General)
- Rating Scale
- Unsatisfied Reasons
- Email Template
- Thank You Messages
You have three choices to trigger your surveys
- Send a survey by email after a ticket is closed
- Show a survey popup via a re-direct to the survey page immediately after a ticket is closed. Note that the redirect (pop-up) will only work if the ticket is being closed by a user on the front-end of the site. Tickets closed by agents will not show the survey!
- Send survey quick-links in every email that goes out with an agent’s reply to a ticket
Please note that if you choose the option to pop-up the survey after the ticket is closed you cannot use the click-to-close template tag included with the powerpack/productivity add-on in your outgoing emails.
Delay: This is the number of minutes to wait AFTER a ticket is CLOSED before sending out the survey email. The default is 1440 mins (24 hours).
Delete survey on ticket reopen: If a ticket is reopened, the existing rating can be automatically removed. If left unchecked, the original rating stays and the customer will have no option to provide a different rating after the ticket is closed again.
Display Rating column: The satisfaction rating that the customer has assigned to a ticket can be shown in the primary ticket list by keeping this box checked.
Slugs control what the user sees in their browser address bar. You can change these items to something that matches your brand. But after the change you must go to the WordPress SETTINGS->PERMALINKS page and click the Save button. This forces WordPress to update its URL scheme to recognized your new choices.
Degrees: This sets the granularity of the scale. The default is two – basically giving the customer only two choices (bad/good or unsatisfied/satisfied). But you can set the rating up to a scale of 10. Common scales are 2, 3 (Bad, Neutral, Good), 5 and 10.
Bad Label: This is the label the user sees on the “bad” end of the scale. Common labels are “Bad” and “Unsatisfied”. But, obviously, you can choose your own.
Good Label: This is the label the user sees on the “good” end of the scale. Common labels are “Good”, “Very Satisfied” and “Satisfied”
You can use the CSS classes and IDs listed to configure the look of the survey webpage. (If this sentence is greek to you, please ask your software developer for assistance).
When the customer selects a bad rating, they see a drop-down that allow them to choose a reason they are not satisfied.
Dropdown Trigger: This is the percentage on the scale that triggers the drop-down to be visible. Generally, if a user chooses anything below 50% of the scale, you would want to know why. So, if the Degrees is set to 10 and this Dropdown Trigger is set to 50% then the user will see the drop-down of reasons if their rating is 5 or less.
- If the Degrees is set to 2 and this Dropdown Trigger is set to 50% then the user will see the drop-down of reasons if their rating is bad/unsatisfied
- If the Degrees is set to 6 and this Dropdown Trigger is set to 50% then the user will see the drop-down of reasons if their rating is 3 or less
Unsatisfied Reasons: This is the list of reasons that the customer can choose from if they provide a rating that is less than the Dropdown Trigger field. You can edit this list by placing each reason on a new line.
The email template allows you to configure the contents of the survey email that is sent out to the customer. You can use “template tags” – valid tags are shown at the bottom of the section.
Thank You Confirmation Messages
You can configure the messages that is displayed to the user after they complete their survey. There are five different messages you can configure – one for each type of SLUG / LINK.
View And Manage The Result Of A Satisfaction Survey
If the user fills out a survey, the results can be seen directly on the ticket. There will be a box on the right hand side of the ticket with the title “Satisfaction Survey”. It contains the results of any survey completed and has management tools for managing the survey.
Generally, once the ticket is closed AND the survey is sent the Satisfaction Survey status box will say Client Submission Pending. If the customer fills out the survey the contents of the box will change to show the results of the survey.
Satisfaction Survey States
The Survey information box goes through four states.
1. When the ticket is still open (not closed) the box will look like this:
2. When the ticket is initially closed, a timer counts down showing the delay between the time the ticket was closed and the time the survey will be sent
In this state there are three options:
- Reschedule will restart the countdown
- Cancel will stop the email from going out
- Send Now will immediately send the survey
3. After the ticket is sent the survey sits in a pending state. This is what the status box looks like then:
- Reschedule will restart the survey countdown
- Send Now will immediately send out another survey email
4. If the user fills in the survey, this is what the box will look like then:
You will be able to:
- See the Rating that was assigned by the customer.
- Hover over the “comment” icon to show a tooltip with comments that the user entered.
- Hover over the “reason” icon to show the reason the user chose for his bad experience.
Tips and Troubleshooting
Customizing the Look Of The Landing Page
When the user clicks on the satisfaction-survey link, they will be taken to a web page with the survey. This page uses the default page template of your website. Sometimes, the default page can include distracting elements of your site such as headers or even certain menu items. But, you can create a more user friendly, less distracting page by creating a new page template file called page-satisfaction-survey.php. Yes, you do need to know some PHP and WordPress concepts in order to do this.