Customer Satisfaction Surveys
Send automated post-ticket and periodic NPS surveys, view aggregate scores, and trigger follow-up actions for detractors.
Survey Types
BlueRockTEL supports two types of satisfaction measurement:
Post-Ticket CSAT
A short satisfaction survey sent automatically after a support ticket is resolved. Typically a single rating question (1–5 stars or thumbs up/down) with an optional comment field.
When it fires: Configurable delay after ticket resolution, typically 1 hour, giving the customer time to verify the issue is truly resolved.
Net Promoter Score (NPS)
A periodic survey asking customers: "How likely are you to recommend us to a colleague or partner?" (0–10 scale).
NPS surveys are sent to a defined customer segment on a schedule, typically quarterly or annually. They include an optional follow-up question for detractors and passives.
Setting Up a Post-Ticket Survey
- Navigate to Satisfaction → Survey Templates
- Edit or duplicate the Post-Ticket CSAT template
- Customise the question text and rating scale
- Set the send delay (in hours after ticket resolution)
- Enable the survey in Settings → Helpdesk → Post-Resolution Survey
Launching an NPS Campaign
- Navigate to Satisfaction → Campaigns
- Click New Campaign
- Select NPS as the survey type
- Define the target segment (all active customers, or filtered by tag, account manager, or service type)
- Set the send date
- Review the email template and click Schedule
Reading the Results
Navigate to Satisfaction → Dashboard to see:
- Average CSAT score: rolling 30/90-day average
- NPS score: percentage of Promoters minus Detractors
- Response rate: percentage of surveys opened and answered
- Score breakdown by segment: per account manager, per service type, per region
Click any score to drill down into individual responses.
Acting on Feedback
Automatic Follow-Up Tasks
BlueRockTEL can automatically create a CRM follow-up task when:
- A CSAT rating is below a threshold (e.g. 2 stars or below)
- An NPS response is in the Detractor range (0–6)
Configure this in Satisfaction → Alerts. The task is assigned to the account's account manager and includes the customer's verbatim feedback.
The Retention Loop
Low satisfaction scores are also surfaced on the customer's account page in the CRM, so account managers see the signal during renewal conversations, not after the customer has already left.
Delivery Statistics
The Client Satisfaction module also measures the quality of your deliveries: how many installations are running, which ones are late, and how long a deployment takes. Two pages are available under Customer relationship → Client satisfaction:
| Page | Content |
|---|---|
| Live delivery | Installations not yet deployed: number of deliveries, late deliveries, remaining and late tasks, margin of the folders concerned |
| Delivery KPIs | Installations deployed over a period: number of deliveries, percentage delivered late, completed tasks, average deployment time, margin |
Figures are shown per team member, broken down by installation category. Two views are available:
- Technician view: the installations on which the team member has assigned tasks;
- Manager view: the installations for which they are the folder's technical manager or sales admin.
Every figure is clickable and opens the list of the matching installations.
How the Figures Are Calculated
- An installation is counted when its template has an installation category, it has at least one Deployment-type phase, and it is not a termination.
- It is deployed once every task of its Deployment-type phases is complete; its deployment date is the date of the last of these tasks. It then moves from Live delivery to Delivery KPIs.
- It is late when the number of days since it was created exceeds its category's deployment delay.
- A task is late when its due date has passed.
- The average deployment time is the average number of days between the installation's creation and its closure.
Reliable statistics start with well-configured templates. A category and delay on every template, a type on every phase, a deployment phase separate from the satisfaction follow-up: see Setting Up Your Templates Right from the Start.
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