Feedback
The Feedback tab shows pending customer satisfaction surveys for you to complete and submit to Aptean.
The tab displays under the heading All Feedback with the description: “Our customer surveys measure how likely you are to recommend our product or services to others.”
If no surveys are pending, the tab displays: “No feedback to give right now.”
Admin users can see pending surveys for all users in the organisation, not just their own.
Survey types
Connect uses two types of surveys:
Customer Satisfaction (CSAT) survey
A CSAT survey is triggered when a support case is closed. It measures how effectively your issue was resolved.
The survey asks: “How strongly do you agree with the statement: ‘Aptean made it easy for me to resolve my issue.’?”
Response options:
- Strongly disagree
- Disagree
- Neutral
- Agree
- Strongly agree
If you select Neutral, Disagree, or Strongly disagree, a follow-up question appears asking you to select the reason:
- Response took too long
- Had to repeat myself
- Transferred to multiple people
- Needed to follow up several times
Net Promoter Score (NPS) survey
An NPS survey measures your overall satisfaction and loyalty. It is sent quarterly.
The survey asks you to rate your experience on a scale of 1 to 10.
Complete and submit a survey
- In Connect, select the Feedback tab.
- Select a survey from the list.
- Answer the survey questions.
- Select Submit.
Aptean reviews your response and may follow up with you.
Dismiss a survey
To remove a survey from your list without completing it, select Dismiss next to the survey.