CSAT Administration

CSAT Administration is where you set up customer satisfaction (CSAT) surveys and read what customers answer. It has eleven tabs. Administrators use it.

Before you start: you need the Administrator role. The CSAT & Surveys module must also be on. It is on unless someone switched it off in Module Management. With the module off, the CSAT Administration link is missing from the sidebar.

How a survey reaches a customer

A survey reaches a customer in one of two ways:

• An e-mail snippet. You paste a block of HTML into a HaloPSA e-mail template. HaloPSA fills in the ticket number when it sends the e-mail, so each e-mail carries a row of faces linked to that ticket. See Adding the survey to HaloPSA e-mails.
• A targeted survey. In the Customer Success Center you send a survey about one ticket to its customer. See Working the alert feed.

QuantumOps does not send a survey when a ticket closes. The Trigger Rules tab does not send surveys either. The e-mail snippet in your HaloPSA template is what reaches customers, together with the surveys you send yourself.

The customer selects a face, or a number in a survey that you sent. The survey page opens with that choice already made, and the customer adds tags and a comment and submits. By default, QuantumOps then writes the answer to the HaloPSA ticket as a private note. The answer also appears on the Responses tab. See Survey settings, tags and the survey page.

The tabs

Read the Dashboard

Open the Dashboard tab. The date range at the top starts at the last 30 days. Change it with the date picker, or select Refresh to reload the figures. The page draws its frame first and fills in after a few seconds.

The date range changes these six figures and Rating Distribution, which counts the responses at each rating from Very Dissatisfied (1) to Very Satisfied (5). It does not change the rest of the tab:

• CSAT Trend (30 Days) always shows the last 30 days, one point for each day. A day with no responses shows as 0.
• Responses Needing Attention lists ratings of 2 or below from the last 7 days. The heading gives the total and the list shows five. Select View to open a response.
• Agent Performance shows up to five agents with the highest average rating. Each one shows an average, a number of responses and the share of satisfied ratings. It counts all responses, not only the range, and only on tickets that QuantumOps received and that have an agent.

A narrow date range can make the figures look empty while everything is set up correctly. Big Screen opens the wall display in a new tab, with your display key already in its address. See CSAT on a wall screen or your website.

Review responses

1. Open the Responses tab. It lists the 50 most recent responses, 15 to a page. Select a column heading to sort by it. The columns are Ticket, Client, Agent, Rating, Tags, Comments, Date and Actions.
2. Narrow the list with All, 5 Stars, 4 Stars, 3 Stars, 1-2 Stars or Flagged. Each button shows how many responses it holds.
3. Select a ticket number to open the ticket in HaloPSA in a new tab.
4. Select the eye icon (View Details) to open the response. The dialog shows the rating, the ticket, the client, the contact, the technician, the question that was asked, the comment and the tags. A Timeline (UTC) runs from the creation of the survey to the answer. A label reading E-mail snippet marks a survey that a customer started from an e-mail face.
5. To mark a response for follow-up, select the flag icon (Flag for follow-up), or use the button of the same name in the dialog. The flag stays until you select Remove flag. A flagged response shows a flag next to its ticket number and has its own filter.

To open a Customer Success ticket from a response, select the ticket icon (Create CS Ticket) in the Actions column. The icon shows for ratings of 2 or below. The response dialog always offers Create CS ticket. Either one opens the Create Customer Success Ticket dialog with the ticket, the client and the rating filled in. The dialog shows the e-mail to the customer and an internal note. Read both before you create the ticket. See Working the alert feed for the dialog, and Customer Success tickets and pending CSATs for where the new ticket appears.

An answer to a targeted survey that you sent on the 1 to 10 scale (see Send a targeted CSAT survey) is recorded as the number the customer chose, and the response dialog shows it with its scale, for example 9 / 10. The Dashboard figures and the star filters read every rating as a number from 1 to 5 and do not convert it. An answer of 4 or 5 counts as 4 or 5 stars. An answer from 6 to 10 shows in the list under All, but in no star filter, in no bar of Rating Distribution and in none of the three groups of NPS Score. Average Rating uses the number as given, and Satisfaction Rate counts any answer of 4 or more. The Customer Success Center converts answers on either scale for its own CSAT Score: see Customer Success settings.

A separate note concerns a few older answers to three-face e-mail snippet surveys. They carry a rating above 5, because those surveys showed a number row from 1 to 10 by mistake. When such answers are in the list, a note above the table says so. They appear as recorded under All, and they do not count in the star filters. The note does not appear for an answer to a survey you sent on the 1 to 10 scale.

Open a Customer Success ticket after a low rating

A Negative CSAT rule opens a Customer Success ticket when a customer gives a low rating.

Before you start: set a Default CS Agent in Customer Success settings. Without one, QuantumOps does not create the ticket.

1. Open the Trigger Rules tab.
2. Select Add Rule. If the tab is empty, you can select Create First Rule instead (on a white-label client, Create Rule).
3. Enter a Rule Name. A Description is optional.
4. In Trigger Type, choose Negative CSAT.
5. Set Rating at or below, from 1 to 5. If you leave it empty, QuantumOps saves 2.
6. Select Create a Customer Success ticket. Read the warning on the form: the customer receives an e-mail.
7. Optional: select Also allow for e-mail snippet surveys. It is off by default. With it off, the rule acts only on surveys that QuantumOps sent. With it on, an answer given from an e-mail snippet also opens a ticket and e-mails the customer.
8. Set Priority, from 1 to 999. A lower number runs first. Leave Status on Enabled for the rule to run.
9. Select Create.

The form also shows Question Mode, Static Question, Cooldown (hours) and Max per Ticket. A Negative CSAT rule does not use them; leave them as they are.

What happens when a rule fires

QuantumOps checks the rules when a customer submits a rating. It takes the enabled Negative CSAT rules in priority order. The first one whose rating limit is met and that has Create a Customer Success ticket selected acts, and the others are skipped.

• QuantumOps opens the ticket in HaloPSA through the same flow as the Customer Success Center. The ticket type, team and agent come from Customer Success settings.
• The customer receives an e-mail from the default Customer Success agent. It thanks them for the rating, says sorry and says that a member of the team will follow up.
• A private note on the new ticket names the rule and the rating, and quotes the comment.
• Staff find the ticket under Active CS Items in the Customer Success Center.
• A source ticket gets at most one Customer Success ticket. If one already exists, a later low rating does not open another.
• If QuantumOps never received the ticket, there is no client or user to open a ticket for, so the rule skips it.

Rules for white-label clients

If you serve white-label clients, a scope list at the top of the tab chooses Tenant default (all tickets) or one client. A client with at least one enabled rule of its own uses only its own rules, and the tenant default rules then no longer apply to its tickets. If all of a client's rules are disabled, the tenant default rules apply again. On a client with no rules, select Copy from default to start from a copy of the default rules.

Edit, disable or delete a rule

Each rule is a card. Use the toggle (Disable or Enable) to switch it off or on. A disabled rule keeps its card, shows a Disabled badge and does not run. Select the pencil (Edit) to change it, and Update to save. Select the bin (Delete) to remove it. The Delete Rule dialog asks you to confirm, and a deleted rule cannot be restored.

Other rule types

The Trigger Type list also offers resolution, sentiment, tonality, agent change, manual, SLA event and interaction count rules. You can save them, but QuantumOps never runs them, so they send nothing. A banner on the tab says the same.

Related pages

• Survey settings, tags and the survey page: what customers see and how to change it.
• Adding the survey to HaloPSA e-mails: the snippet, the readiness check and link problems.
• NPS campaigns: Net Promoter Score, reported on its own.
• Badges, rewards and quotas: points for agents.
• CSAT Leaderboard: the ranking every signed-in user sees.
• CSAT on a wall screen or your website: the wall display and the widgets.
• Working the alert feed: where you send a targeted survey.
• Customer Success tickets and pending CSATs: where the new tickets and waiting surveys are.
• Customer Success settings: the default agent, team and ticket type.