Survey settings, tags and the survey page

This page covers the Survey Config and Feedback Tags tabs of CSAT Administration, and the survey page that a customer opens. Administrators use these tabs.

Before you start: you need the Administrator role, and the CSAT & Surveys module must be on. Each setting below has a default. Select Save Changes once on the tenant default scope, even if you change nothing, so that QuantumOps stores the settings. The note in HaloPSA is posted only after the settings have been saved.

Choose which surveys a setting applies to

Survey Config holds one set of settings for each scope. The default scope is Tenant default (all surveys). If you serve white-label clients, the Scope list also offers each client. A client with no settings of its own uses the tenant default, and a banner on the tab says so.

To give a client its own settings, choose the client and change the settings. Select Copy from default first if you want to start from the tenant default values. The copy fills in the form and is not saved until you select Save Changes.

Change the survey settings

1. Open CSAT Administration and select the Survey Config tab.
2. Choose the scope.
3. Change the settings described below.
4. Select Save Changes. A confirmation appears at the top for a few seconds.

Turn surveys on or off

Under Configuration Scope, CSAT Surveys turns surveys on or off for the scope. It is on by default. When it is off, a link cannot start a survey for a ticket in this scope. The customer sees a message that feedback is not being collected. A second switch, On-Demand Generation, is described under Choose how the question is written.

Brand the survey page

Choose how the question is written

Under Question Generation:

Set how surveys behave

The survey page asks for a comment when the rating is 2 or below. That rule is fixed: it does not follow Low Rating Threshold or Require Comments for Low Ratings. See What a customer sees.

Add a public review link

Under Public Review Link, enter a Review Link URL, for example the review page of your business. Add Button Text if you want a label other than the default, Leave us a review. Leave the address empty to turn the link off.

Enter a web address that starts with http or https. If it does not, a warning appears and the survey does not show the link. The link shows on the thank-you card to every customer, whatever rating they gave.

Control the note in HaloPSA

Under Halo Writeback:

Set the points for positive ratings

Under Gamification Points, Points per Positive Rating sets how many points an agent earns, from 0 to 100. The default is 10. Positive Rating Threshold is the lowest rating that earns points, from 1 to 5. The default is 4. See Badges, rewards and quotas.

Manage feedback tags

Feedback tags are the short reasons a customer can pick with a rating, such as Quick Resolution or Slow Response. The Feedback Tags tab lists them in groups by category: Positive, Negative and Neutral. Each tag shows its description, how many times customers selected it, and a label if it is Positive Only, Negative Only or Inactive.

To add a tag:

1. Select Add New Tag.
2. Enter a Tag Name. A Description is optional.
3. Choose a Category and a Color. Add an Icon Class if you want an icon.
4. Set the Display Order, from 1 to 100. A lower number shows first. Leave it at 0 to add the tag at the end of the list.
5. Under Visibility, select Show for Positive Ratings Only or Show for Negative Ratings Only if the tag should appear for only one kind of rating. A tag with neither selected appears for every rating.
6. Leave Active selected for the tag to be offered to customers.
7. Select Create.

To change a tag, select its pencil icon, change the form and select Update. To remove a tag, select its bin icon and confirm in the Confirm Delete dialog. A deleted tag cannot be restored, but the answers that used it keep their tags. To stop offering a tag and keep it, clear Active instead.

While the list is empty, a Seed Default Tags button adds a starting set of 18 tags: 7 positive, 7 negative and 4 neutral. The button disappears once any tag exists.

Under Tag Analytics, Total Tags, Active Tags, Total Selections and Most Selected show how customers use the tags. The tags apply to every scope.

What a customer sees

A customer reaches the survey page from a face in an e-mail, or from a link that you sent from the Customer Success Center. The page needs no sign-in. It shows these parts in order:

1. Your logo, header text and subheader text.
2. On a survey that you sent from the Customer Success Center, with Show Agent Photo on, the name of the technician under Your support technician. When several technicians worked the ticket, the page shows Your support team and their first names. A survey that opens from an e-mail face never shows the technician.
3. The question.
4. The faces, or a row of numbers if Use Face Icons is off. A face chosen in the e-mail is already selected. A survey that you sent with a 1 to 10 scale shows numbers from 1 to 10. CSAT Administration explains how such an answer is shown and counted.
5. After a rating, the tags that fit it, under the heading What did we do well? or What could we improve? Positive Only tags appear for a rating of 4 or 5, and Negative Only tags for 2 or below.
6. A comment box. At a rating of 2 or below, the box reads Please tell us more: and the customer must write something. Otherwise it reads Additional comments (optional):.
7. The Submit Feedback button, and your footer text.

On a 1 to 10 survey the thresholds move: the comment is required at 4 or below, Positive Only tags appear at 7 or above, Negative Only tags at 4 or below, and the thank-you card reads We Hear You at 5 or below.

The page collects one rating for the whole ticket, even when several technicians worked on it.

After the customer submits, the thank-you card is headed Thank You! for a rating of 3 or more, or We Hear You for a rating of 2 or below. It shows your thank-you message, the review link if you set one, and the line "You may now close this window."

The customer sees one of these cards instead of the survey when a link cannot open:

The first click on a ticket's e-mail face creates its survey. Later clicks open the same survey. Once it is answered, the link shows Already Submitted until the survey closes. See Adding the survey to HaloPSA e-mails to find out why a link failed.

How answers reach HaloPSA

When Enable Writeback is on for the survey's scope, QuantumOps posts each answer to the HaloPSA ticket as a private note. It checks for new answers every 5 minutes. The note's author shows as Q-Director CSAT. It lists the rating as stars and a word (Excellent, Good, Neutral, Poor or Very Poor), the question, who answered, the date, the feedback tags and the comment. See What QuantumOps writes into HaloPSA.

Related pages

• CSAT Administration: the Dashboard, the responses and the trigger rules.
• Adding the survey to HaloPSA e-mails: where the faces in the e-mail come from.
• What QuantumOps writes into HaloPSA: every note QuantumOps adds to a ticket.
• Badges, rewards and quotas: what the points are for.