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.
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.
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 (). 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.