After a ticket is closed SimpleSat emails the primary ticket contact a survey 2 days after the close date. We delay it 2 days to allow the user some buffer time in case there is a follow up problem or issue.
The survey email asks one simple question – “Did we resolve your issue to your satisfaction?”
A green thumbs up tells us everything is good.
A yellow sideways thumb tells us everything was resolved but there are a few questions that need to be answered.
A red thumbs down tells us either the problem wasn’t resolved or the person that opened the ticket requires additional assistance.
Yes we do act on the results. If we get a yellow or red rating it gets routed to our Service Manager so we can personally reach out to that end user and either answer the additional questions or find out why they aren’t happy.