--- title: "Customer satisfaction surveys after service | attendo" description: "Ask for a rating when each ticket is closed, by email or text. A low score opens a recovery case, and you see satisfaction by agent, technician and customer." url: "https://attendo.me/en/modules/surveys" lang: "en" --- # 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. - Clickable score in the email - Automatic recovery case - NPS by business line ## 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. ## Step by step This is how it is used day to day, on the same document as the rest of the modules. ### 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. ### Step 2 · The customer rates From the email or the text message, with one tap. Stars and a reason, if they want. ### Step 3 · A low score opens a case At 6 or lower, a recovery document is created for whoever handled it. ### Step 4 · You read it in the reports Satisfaction by person and by customer, and NPS by business line, with traffic-light targets. ## It fits every area Industry solutions [attendo Ticketing](https://attendo.me/en/ticketing) [attendo After-Sales](https://attendo.me/en/after-sales-service) [attendo Field Service](https://attendo.me/en/field-service) [attendo CRM](https://attendo.me/en/crm) [attendo Customer Service](https://attendo.me/en/customer-service) ### Industries that use it - [Facility maintenance and services](https://attendo.me/en/industries/facility-maintenance): Every trade, on the same building - [Hospitality, retail and multi-site](https://attendo.me/en/industries/multi-site-operations): Vendors with their portal and their SLA - [And any other business](https://attendo.me/en/industries): attendo can be set up for any line of business. See all industries Use cases by department [Customer service](https://attendo.me/en/use-cases/customer-service) ## Where it fits (and where it does not) - The score and the reports do not use AI: they are always calculated the same way. ## Modules that go hand in hand ### [Asynchronous and real-time communications](https://attendo.me/en/modules/channels) Email, WhatsApp, Teams, Meet, web chat and phone, channel by channel ### [attendo Flows, Business Process Flow (BPF) and AI-Flows](https://attendo.me/en/modules/flows) Flows, phased processes with approvals, and AI inside the flow ### [Sales AI](https://attendo.me/en/modules/ai-crm) The AI in attendo CRM: clean, scored leads with a draft reply ### [Timeline](https://attendo.me/en/modules/timeline) All activity on the document, in order, with its author and channel ## 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](https://attendo.me/en/glossary) ## 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. ## 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? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)