SupportCandy Satisfaction Survey 3.2.4

Overview

SupportCandy Satisfaction Survey is a powerful and easy-to-use feedback collection tool designed specifically for websites using the SupportCandy helpdesk plugin. Its primary purpose is to empower businesses to gather valuable customer feedback and ratings for every resolved support ticket, enabling teams to measure customer satisfaction accurately and continually improve support quality. By integrating seamlessly into your existing support workflow, this survey solution ensures every customer’s voice is heard, turning everyday interactions into actionable insights.

What makes SupportCandy Satisfaction Survey uniquely valuable is its flexibility and automation. Administrators have full control over when and how survey invitations are sent, including customizable email templates that prompt customers to rate their support experience after a set number of days. Customers receive a simple, friendly email with rating options like Terrible, Bad, Good, and Excellent. Upon selecting a rating, they can provide additional feedback on a dedicated page, enhancing the richness of input collected. The real-time inclusion of ratings and feedback within ticket widgets allows support agents and managers to view results immediately, creating a transparent and responsive feedback ecosystem that drives higher customer satisfaction and agent performance.

Key Features

• Automated Post-Ticket Survey Emails – Send customizable survey emails automatically after a defined period post ticket closure, ensuring timely feedback collection without extra workload.
• Customizable Rating Options – Tailor your rating categories (e.g., Terrible, Bad, Good, Excellent) to suit your business needs, enabling highly relevant and meaningful satisfaction measures.
• Optional Detailed Feedback – Customers can leave additional comments after selecting their rating, providing rich qualitative insights along with quantitative data.
• Instant Survey Popup on Ticket Closure – Optionally trigger the feedback survey immediately when customers close their own tickets, capturing spontaneous impressions on service quality.
• Centralized Customer Feedback Management – A dedicated “Customer Feedback” admin menu provides a comprehensive list of all responses, with robust filters to sort and analyze feedback by rating or date.
• Integrated Ticket Widget Scores – Access individual ticket ratings and feedback directly within the ticket details for quick agent performance review and support quality assessment.
• Ticket List Filtering by Rating – Quickly locate tickets based on customer satisfaction levels, helping prioritize follow-ups or training opportunities for your support team.
• Custom Confirmation Messages – Set personalized thank-you or confirmation text for each rating, enhancing customer engagement and closing the feedback loop warmly.
• Seamless Integration with SupportCandy – Fully compatible with the SupportCandy helpdesk system, keeping feedback processes embedded within your support environment.
• User-Friendly Interface – Designed for ease-of-use for both administrators and customers, ensuring high participation rates and straightforward survey management.