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Customize Satisfaction survey

Be able to create my own questions and answers for the satisfaction survey

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alasdehidalgoycostilla alasdehidalgoycostilla shared this idea  ·   ·  Report…  ·  Admin →
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  • Weodeo commented  ·   ·  Report

    In 2026, customer satisfaction surveys are no longer optional but a fundamental requirement for any modern support platform. Understanding how customers perceive the entire incident lifecycle is essential to continuously improve service quality. Feedback should not only measure overall satisfaction but also provide insights into key areas such as the quality of the initial contact, the effectiveness of the intervention, resolution times, communication skills, and the overall customer experience. Relying on only three generic survey questions, even when a free-text comment field is available, does not provide sufficient visibility into specific improvement opportunities. Without more targeted questions, identifying trends and areas requiring corrective actions becomes difficult and often requires manually reviewing every customer comment. A more detailed survey structure would enable more accurate analysis and help drive measurable service improvements.

  • Mario Cabrera commented  ·   ·  Report

    More and more clients are asking us to have this feature but with a customize message for them. We really want to keep this feature within the current environment but we find ourselves looking at third party services for this.

  • Sebastien Trivino commented  ·   ·  Report

    It's June 2023 and this feature still hasn't been implemented, which is a real shame!
    Personalising the survey email should already be implemented...
    Customer feedback should be an integral part of an IT service (ITIL / Agile)

  • Ryan Foster commented  ·   ·  Report

    I'm surprised this is not being upvoted by more people. I think capturing meaningful feedback on how we service our customers/clients/end users is an important part of achieving growth. I really hope this makes it in into a release in the very near future.

  • Andy Fellows commented  ·   ·  Report

    I would like the option to edit the satisfaction email.

    Be nice to word it the way we want.

  • Cesar Gonzalez commented  ·   ·  Report

    this feature should be nice, to make our own surveys...