Description
How does it work?
The customer receives an e-mail that contains five stars.
Example:
The customer is invited in the email to give feedback by clicking on one of the five stars.
The results is send to TOPdesk and stored in the five star rating field of the incident.
The customer is not presented with a TOPdesk login screen. The customer does not need a TOPdesk account to provide feedback.
TOPdesk reports can be created to monitor the customer satisfaction.
Benefits of the solution
- One click feedback. No hassle for the customers.
- All customers can provide feedback, regardless they have a TOPdesk account.
- Get more insight in the way your service is experienced by your customers.
- Easier to react proactively to unhappy customers.
- Direct feedback for your operator.
Start using it. It is free!
It is easy to configure Five Star Review and test it.
Instruction
Follow this link to open the instruction to set up Five Star Review.
N.B. For versions before 9.12.007, the incident needs to have the processing status “Closed”.
If you are using a Virtual Appliance you can use the Feedback Solution for a simple 5 star review.
Option 1. Built-in feedback system (free): Scroll down
Option 2. Five Star Review (free) :TOPdesk Marketplace: ‘Five star review’
Option 3. Feedback Solution (paid) :TOPdesk Markeplace: ‘Feedback solution’
Option 1.
1: The built-in star feedback system as seen in the Selfserviceportal. For operator section, see at bottom of this item.
How to activate the built-in star rating
Should you wish to use the ‘star‘ rating feedback solution, follow these steps:
- Go to Module settings > Self-Service Portal > Incident Management
- Under the ‘Functionality‘ heading you’ll see: ‘Users can rate how a call was handled’. This option gives SSP users the chance to give
feedback and appoint ‘stars’ as rating (see image). There are also (limited) methods to report on this information and isolate positive / negative feedback, both quantitative and qualitative. - When a SSP user gives feedback, the star rating (and explanation if given) is shown on the tab ‘General’ of an incident card. The rating
can be found underneath the Processing group at the left.
“If you would like to be able to change this text, please create a requesrt on our feedback platform.”
Further screenshots
Image 2. Built-in feedback system (option 1): the entered feedback as seen from the operator section:
In below matrix you can see the differences between 5 Star Review and the Feedback Solution versus TOPdesk native feedback.
