Customer Satisfaction Surveys

Survey Types

BlueRockTEL supports two types of satisfaction measurement:

Post-Ticket CSAT

A short satisfaction survey sent automatically after a support ticket is resolved. Typically a single rating question (1–5 stars or thumbs up/down) with an optional comment field.

When it fires: Configurable delay after ticket resolution — typically 1 hour, giving the customer time to verify the issue is truly resolved.

Net Promoter Score (NPS)

A periodic survey asking customers: "How likely are you to recommend us to a colleague or partner?" (0–10 scale).

NPS surveys are sent to a defined customer segment on a schedule — typically quarterly or annually. They include an optional follow-up question for detractors and passives.

Setting Up a Post-Ticket Survey

1. Navigate to Satisfaction → Survey Templates
2. Edit or duplicate the Post-Ticket CSAT template
3. Customise the question text and rating scale
4. Set the send delay (in hours after ticket resolution)
5. Enable the survey in Settings → Helpdesk → Post-Resolution Survey

Launching an NPS Campaign

1. Navigate to Satisfaction → Campaigns
2. Click New Campaign
3. Select NPS as the survey type
4. Define the target segment (all active customers, or filtered by tag, account manager, or service type)
5. Set the send date
6. Review the email template and click Schedule

Reading the Results

Navigate to Satisfaction → Dashboard to see:

• Average CSAT score — rolling 30/90-day average
• NPS score — percentage of Promoters minus Detractors
• Response rate — percentage of surveys opened and answered
• Score breakdown by segment — per account manager, per service type, per region

Click any score to drill down into individual responses.

Acting on Feedback

Automatic Follow-Up Tasks

BlueRockTEL can automatically create a CRM follow-up task when:

• A CSAT rating is below a threshold (e.g. 2 stars or below)
• An NPS response is in the Detractor range (0–6)

Configure this in Satisfaction → Alerts. The task is assigned to the account's account manager and includes the customer's verbatim feedback.

The Retention Loop

Low satisfaction scores are also surfaced on the customer's account page in the CRM, so account managers see the signal during renewal conversations — not after the customer has already left.