Recording Customer Satisfaction Survey Results

If the organization surveys customers concerning how cases are handled, you can track survey results directly on Cases records. Follow these steps:

1. Open the Cases record, if not already opened.
2. Click the Satisfaction tab.
3. Enter the date the customer was surveyed about this case in the Date Surveyed field.
4. Select the Case Survey Method from the drop-down list.
   
   • This list displays records from the Case Survey Methods service. See About the Case Survey Methods Form for more details.
      
5. Enter a numerical value that indicates how satisfied the customer is with the organization's handling of the case in the Satisfaction Rating field.
   
   • An organization can define its own scale for this rating (such as 1 to 5 or 1 to 10).
      
6. Select the Case Satisfaction Level from the drop-down list.
   
   • This list displays records from the Case Satisfaction Levels service. See About the Case Satisfaction Levels Form for more details.
7. Enter any relevant notes about the customer's feedback in the Satisfaction Notes field.
   
     
   
   
8. Save the Cases record.