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Satisfaction surveys

Every low score, with someone on it

The customer rates from 0 to 10 inside the email, or by text message. A low score opens a recovery case, and the reports tell you how each agent, each technician and each customer is doing.

Request a demo See how it works
  • Clickable score in the email
  • Automatic recovery case
  • NPS by business line

Communication and customers

Satisfaction surveys: what it does

The score, inside the email

The customer clicks their score from 0 to 10 without opening any form. Then come star ratings by aspect and a reason to pick. If they have no email, the survey goes out by WhatsApp or text message.

On closing, or whenever you want

When a document is closed, attendo asks whether to request a rating. You can also request it from the record. Or it goes out on its own by template, if you turn on automatic sending, which ships switched off.

Without pestering the customer

Anyone who rated recently does not get another survey. There is a single reminder and the invitation expires. It goes out with your business line’s brand, not attendo’s.

A low score is work

A score of 6 or lower opens a recovery document assigned to whoever handled the case. The detractor dashboard tracks each case until someone closes it, so none of them stays stuck in a table.

Results by person and customer

Every rating is tied to whoever handled it and to the document type. You get satisfaction by agent or technician, by customer or brand, and NPS by business line.

Public reviews

Invite customers to review you on your Google Business Profile and publish a block of verified reviews on your website. Your Google reviews come into attendo through the API. The invitation goes to everyone equally, without filtering by score.

How it works

Step by step

This is how it is used day to day, on the same document as the rest of the modules.

  1. Step 1

    You close the document

    attendo asks whether to request a rating. Or it goes out on its own, if you have turned on template sending.

  2. Step 2

    The customer rates

    From the email or the text message, with one tap. Stars and a reason, if they want.

  3. Step 3

    A low score opens a case

    At 6 or lower, a recovery document is created for whoever handled it.

  4. Step 4

    You read it in the reports

    Satisfaction by person and by customer, and NPS by business line, with traffic-light targets.

Where it is used

It fits every area

Industry solutions

attendo Ticketing attendo After-Sales attendo Field Service attendo CRM attendo Customer Service

Industries that use it

Use cases by department

Customer service

Honesty

Where it fits (and where it does not)

  • The score and the reports do not use AI: they are always calculated the same way.

Works with

Modules that go hand in hand

Asynchronous and real-time communications

Email, WhatsApp, Teams, Meet, web chat and phone, channel by channel

See Communications

attendo Flows, Business Process Flow (BPF) and AI-Flows

Flows, phased processes with approvals, and AI inside the flow

See Flows and AI-Flows

Sales AI

The AI in attendo CRM: clean, scored leads with a draft reply

See Sales AI

Timeline

All activity on the document, in order, with its author and channel

See Timeline

Glossary

Glossary terms

Customer service

CSAT

Customer satisfaction score

CSAT (customer satisfaction score) measures how a customer rates a specific interaction, such as a visit or a closed case, using the score they give right afterward.

Customer service

NPS

Net Promoter Score

NPS (Net Promoter Score) measures how likely your customers are to recommend you, based on a single question scored from 0 to 10.

Support and service

Reopened ticket

Ticket reopen

A reopened ticket is a closed ticket that is opened again because the fix was incomplete or the problem has come back.

Sales and customers

Churn

Customer churn · churn rate

Churn is the loss of existing customers, usually because they do not renew their contract.

See all 53 glossary terms

Frequently asked questions

Frequently asked questions

When is the survey sent?

When the document is closed, when someone requests it from the record, or on its own if you turn on template sending. Out of the box, automatic sending is switched off.

Can it be sent by WhatsApp?

Yes. The survey goes out by WhatsApp, by email with a clickable score, or by text message.

What happens with a bad score?

A score of 6 or lower opens a recovery document assigned to whoever handled it. The detractor dashboard does not let it be forgotten.

Can I see each technician’s satisfaction?

Yes. Every rating is tied to the person who handled it, agent or technician, and the satisfaction report breaks it down by person.

Does it help me get Google reviews?

Yes, with a link to your Google Business Profile and verified reviews for your website. We recommend inviting everyone equally: Google prohibits showing the link only to those who score high.

Request a demo

Try it with your processes

We will show it to you with your own document types and the way you work. If it is not a fit, we will tell you.

  • With your operation, not a generic demo
  • A real person from our team replies
  • No cold calls afterwards

Would you rather talk first?

Which area do you want to see in the demo?

With your work email we prepare the demo around your case.

In one or two sentences.

If you chose Maintenance (CMMS)

If you chose Field work (Field Service)

If you chose Facility Management

If you chose any other area

Only if you would rather we call you.

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What happens when you send it. Someone from our team reads what you tell us and writes to you to agree on a time for the demo. Our hours: Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM, Spain time.