# Customer Satisfaction

Know how your customers feel: before they leave.

## Overview

Acquiring a telecom customer is expensive. Keeping them happy is much cheaper. BlueRockTEL's Customer Satisfaction module gives you the tools to measure, understand, and act on customer feedback, systematically.

## Key Capabilities

### Surveys & NPS

- **Post-ticket satisfaction surveys**: automatically sent after ticket resolution
- **Periodic NPS campaigns**: quarterly or annual Net Promoter Score surveys
- **Customisable questionnaires**: build surveys with multiple question types (rating, multiple choice, open text)
- **Dashboard**: track satisfaction scores over time, by customer segment, by service type

### E-Learning Tools

- **Customer onboarding modules**: help new customers get started with self-service guides
- **Training content delivery**: host video tutorials, PDF guides, and interactive walkthroughs
- **Progress tracking**: see which customers have completed onboarding vs. those who might need a call

### Newsletters & Communications

- **Targeted newsletters**: segment your customer base and send relevant communications
- **Service update announcements**: notify affected customers about planned maintenance or service changes
- **Unsubscribe management**: GDPR-compliant opt-out handling

## The Retention Loop

Satisfaction data feeds back into the CRM module:

- Low satisfaction scores trigger a follow-up task in the CRM for the account manager
- Customers who complete e-learning modules are flagged as "engaged", a strong predictor of renewal
- NPS detractors receive prioritised outreach before renewal time