Feedback

The Feedback tab enables you to receive and fill out surveys related to the closed support cases, specifically focusing on Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

On the Feedback tab, you can access a compilation of outstanding survey requests that have been previously issued.

An Admin user role has the capability to view a comprehensive list of all pending surveys for every user role within the organization. The functionalities available in this area are:

• You can select a feedback survey, complete the associated prompts, and submit the survey to Aptean.

• You can Dismiss surveys from the list.

• Aptean will contact you after you submit the survey.

Customer Satisfaction (CSAT) Survey

When a support case is closed, the system displays a Customer Satisfaction (CSAT) survey to collect feedback on the support experience. The survey helps evaluate how effectively the issue was resolved and identifies opportunities for service improvement.

Effort-Based Feedback Question

Customers are prompted with the following question:
“How strongly do you agree with the statement: ‘Aptean made it easy for me to resolve my issue.’?”

Available response options:

• Strongly disagree
• Disagree
• Neutral
• Agree
• Strongly agree

Follow-Up Prompt for Neutral or Negative Responses

If the customer selects Neutral, Disagree, or Strongly disagree, a follow-up prompt appears:
“We’re sorry to hear that your experience wasn’t as easy as expected. Could you please share the reason for your score?”

Customers can select one or more of the following reasons:

• Response took too long
• Had to repeat myself
• Transferred to multiple people
• Needed to follow up several times

Net Promoter Score (NPS) Survey

The Net Promoter Score (NPS) survey measures customer satisfaction and loyalty by asking users to rate their experience on a 10-point scale. This scale offers a more detailed view of customer sentiment.

10-Point Rating Scale

Customers rate their experience on a scale from 1 to 10. This provides a more granular feedback mechanism compared to a 5-star rating system.

Survey Frequency

The NPS survey is sent to customers quarterly. The recurring schedule helps track customer satisfaction trends over time.

User Interface

The survey interface displays the 10-point scale clearly, allowing users to select their rating easily across devices and platforms.

Data Capture

Ratings submitted through the NPS survey are captured and displayed accurately across all integrated systems and reporting platforms.