Comments in Customer Satisfaction Reports
Customer satisfaction survey report does not include the comments added by the customers when they include the rating. This can only be visible from the ticket itself.
It would be nice if the MSP could have a button to select "include all survey comments" for better reporting ( similarly with the 'remove retired devices' button ).
abigael abigael
shared this idea
Hey,
This is currently possible using Atera's advanced analytics tool.
In order to build a report where the satisfaction comments are visible, simply choose the "ratings" table when building the report.
I am attaching a quick prototype that can be done within seconds. Of course, you can add filtering and additional data (based on Customers/Sites, technicians, ticket open dates etc.)
Feel free to read this KB if you'd like to learn more: https://support.atera.com/hc/en-us/articles/6411995254172-Create-advanced-reports
Yakov
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Benny Goinar
commented
I have just come across this exact same issue and reported it to support. They are apparently going to discuss with R&D..
I totally agree, either the PDF or Excel export should include the comments, and it would be very easy to add this feature.
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John Caddis
commented
I would like to see on the Satisfaction report the comments made by the customer as well as the rating for each question, this would save having to go through the individual tickets to find any comments