# Customer Satisfaction Surveys

Send automated post-ticket and periodic NPS surveys, view aggregate scores, and trigger follow-up actions for detractors.

## 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.