You can customize the scale that is displayed in the case resolution message in the [User satisfaction levels] lookup. By default, the lookup contains a 5-point scale: “Extremely poor“, “Poor“, “Neutral“, “Good“, “Excellent“. Case status in the [Satisfaction levels] lookup is determined according to the score given by the customer.
You can set up a scale with an optional number of points, for example, 3 or 7, and customize the color scheme. To add a new level to the scale:
1.Open the system designer by clicking the 
button.
2.Click the [Lookups] link.
3.Select the [Satisfaction levels] lookup in the list.
4.Add a new record and populate the fields:
a.Fill out the name of the satisfaction level that is going to be displayed in the [Rating] field on the [Closure and feedback] tab of the case page.
b.Specify the rating for the level. This rating will be used in the system for statistical calculations and customer satisfaction analysis in different sections.
c.Select a status that will be automatically assigned to cases that receive this satisfaction score.
d.Select the [Is used] checkbox to add the score to the email notification template.
5.Click 
. On the edit page of the satisfaction level, add an image that will display corresponding satisfaction level in the email. To do this, click the 
button and load the image (Fig. 1).
Fig. 1 Uploading the satisfaction level image
Attention
Deleting base lookup values is not recommended, since this may lead to incorrect work of preconfigured business processes. Deselect the [Is used] checkbox to remove the score from the scale.
As a result, the case resolution notification will contain the customized scale for evaluating the work of the service team (Fig. 2).
Fig. 2 A user satisfaction scale in the email
After selecting a score the case will change its status automatically. For example, the score is "Poor", the case will be reopened automatically.
The “Thank-you” page
After a customer evaluates the quality of service, they will be redirected to the special “Thank-you” page where the customers can leave additional comments (Fig. 3). Both the customer’s grade and comments will be automatically added to the [Feedback] field block on the [Closure and feedback] tab.
The page displays a corporate logo according to the value of the [Logo - Thank you for your feedback] system setting. Corporate logo setup is covered in a separate article.
See also
