Average rating and a total number of CSAT, CES 2.0, and NPS ratings including trends, charts, and histogram; will keep you up to date in a few seconds. Drill down stats per team, agent or time according to your needs.
The leaderboard will show you who is the best-rated support hero. All agents are sorted by the complex index based not only on average rating scores but also on the number of collected ratings.
Goals will keep you on track with continuous improvement of your customer service. Set your total average rating score goal, and even for bad ratings, within your definition of what you consider being a “bad (negative?) rating”.
Negative ratings are carefully monitored and marked as issues. Every dissatisfied customer will be highlighted, and you can take proper action to prevent negative gossips or even retain a valuable customer.
Regular weekly and monthly reports directly to your inbox help you keep track of your customer service quality.