Hi all -
I'm trying ot evaluate how we do our CSATs. Today we have three, Incident, Customer Sat, and Service Request assessments. Incident and SR are basically a short form of three responses to the question (How did we do). If they want to provide feedback, then they get the longer assessment (Customer Sat).
I'm seeing where we have numerous assessments generated for one incident (4 for example, no reopens). I'm not trying to report on All DSATs that have comments, however I can't really do this filtering since the feedback is on a different assessment. If I pull the feedback, I get it for all responses regardless if good or bad.
Looking at what others have done and how assessments are used for CSAT from Incidents, Interactions, and Service Requests.
