Viewing Happiness Rating Score - Online Help | Zoho Desk

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:
  1. Increased customer retention.
  2. Better brand reputation.
  3. Brand advocacy. 
Zoho Desk allows you to monitor your customers' happiness score from 3 specific areas:
  1. Ticket Details Page
  2. Contact List & Details Page
  3. 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
  1. Navigate to the Tickets module.
  2. 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.
  3. 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
  1. In the Customers module, open a Contact in its detail view.
  2. 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:
  1. Overall happiness score and a break-up of positive, neutral and negative ratings.
  2. 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
  1. Navigate to the Customers module.
  2. Click Account in the bottom of the left menu.
  3. Open an Account in its detail view.
  4. 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:
  1. Overall happiness score and a break-up of positive, neutral and negative ratings.
  2. 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.

    Access your files securely from anywhere

      Zoho CRM Training Programs

      Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

      Zoho CRM Training
        Redefine the way you work
        with Zoho Workplace

          Zoho DataPrep Personalized Demo

          If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

          Zoho CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION









                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • Related Articles

                                                                                                              • Setting up Customer Happiness Rating

                                                                                                                Listen to the voice of your customers by enabling customer happiness ratings in Zoho Desk. Happiness rating helps you get a glimpse of what your customers think about the support they receive at the end of each response or closing their ticket. The ...
                                                                                                              • Measuring Customer Happiness with Instant Messaging

                                                                                                                Hear your customers' voices by enabling customer happiness ratings on Zoho Desk. A customer's happiness rating helps you see what they think about the support they receive at the end of each response or closing their ticket. The integrated analytics ...
                                                                                                              • Configuring Automation Rules for Happiness Ratings

                                                                                                                Typically, happiness rating is a placeholder [${Cases.Customer Happiness Rating}] that contains the rating question and the answer links. The placeholder, when inserted into an email template, can be sent to your customers using the automation rules ...
                                                                                                              • FAQs: Customization

                                                                                                                Can I customize the look of the Happiness Ratings? Happiness Ratings enables you to measure the quality of customer service being provided by allowing your customers to rate their experience on a scale of Good, Okay and Bad. That said, it is ...
                                                                                                              • Customer Insights Extension for Zoho Desk

                                                                                                                Building customer relationships work better when you can understand your customers better. For a greater understanding, you need access to contextual information about customers at the right moment. Customer Insights gives real-time insights about ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources