Within the Service Management module, requesters can complete a satisfaction survey once their request has reached the final stages. This allows administrators to track agent performance and improve the service experience.

You can view the average rating given to agents, the total number of responses obtained, the number of responses per rating, and comments. In addition, you can export a downloadable report of the responses with more data: the rating of each request, what comment was left, which agent was rated, segmentation, and employee profile fields.

The visibility of the survey depends on whether the feature is enabled in the Administration Panel, under the Service Management section > Service Catalog > Settings.

                 
 

To view the Satisfaction Survey metrics, follow the steps below:

1. Log in to Humand Admin.

2. Go to the Service Management > Metrics section.

3. The following data will be displayed:

• Average rating: number of responses collected
• Graph: number of responses per rating
• Table: rating + comment