Viewing Happiness Rating Score
Customer happiness rating helps you to understand whether your customer's needs are met regularly, at the right time, and in the right way. Customer happiness leads to:
- Increased customer retention.
- Better brand reputation.
- Brand advocacy.
Zoho Desk allows you to monitor your customers' happiness score from 3 specific areas:
- Ticket Details Page
- Contact List & Details Page
- Account List & Details Page
The customer happiness ratings will help your agents to anticipate customers' happiness levels before they begin to provide support.
Ticket Details Page
You can view the overall happiness score of a requestor from the tickets details page.. You can alsoview a breakup of the ratings for the current department and across all departments.
To view the happiness rating in ticket details page
- Navigate to the Tickets module.
- Open a ticket to view its detail.
Under the contact info in the top left corner, you can see the happiness rating score of a requestor. - Click the Score to view the breakup of the rating.
Contact List and Details Page
The contacts list page will display the overall happiness score received from your customers across departments. You can further view the spread of the ratings and their associated feedback on the contact's detail page.
To view the happiness rating in contact details page
- In the Customers module, open a Contact in its detail view.
- In the Contact Overview page, click either the Happiness Rating tab or the overall happiness score.
In the Happiness Rating page, you can view the following:
- Overall happiness score and a break-up of positive, neutral and negative ratings.
- Feedback left by the customer along with contextual ticket data like ID, subject and agent details listed in chronological order. You can click on the Ticket ID to view its details.
Account List and Details Page
Similar to Contacts, the accounts list page will also display the overall happiness score received from your customer accounts across departments. You can further view the spread of the ratings and their associated feedback on the account's detail page.
To view the happiness rating in account details page
- Navigate to the Customers module.
- Click Account in the bottom of the left menu.
- Open an Account in its detail view.
- In the Account Overview page, click either the Happiness Rating tab or the overall happiness score.
In the Happiness Rating page, you can view the following:
- Overall happiness score and a break-up of positive, neutral and negative ratings.
- Feedback left by the contacts in the customer account. The feedback will include contextual ticket data like ID, subject and agent details listed in chronological order.You can click on the Ticket ID to view its details.
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