Improving the way we measure customer satisfaction during support queries

We're rolling out a new customer satisfaction tool that will help us better understand and improve the customer experience. This tool will be embedded within emails generated from our support ticketing system, which means that it will be easily accessible for customers during their support request process.

To ensure that we are gathering feedback in a controlled and efficient manner, the request for feedback will only be asked once per ticket. Giving feedback is super simple – simply click on the smiley face that best represents your experience. Sometimes, once you’ve selected your smiley face, we may ask a follow up question to get more information about what we did well or what we can improve on. 

By implementing this customer satisfaction tool, we are taking a proactive approach to understanding our customer's needs and concerns. We are committed to using this feedback to make data-driven decisions that will lead to continuous improvement in the customer experience. We look forward to hearing from our customers and making their experience with Ligentia even better.