Customer Satisfaction

How does the Satisfaction module work?

BlueRockTEL's Satisfaction module is a customer engagement and retention tool that works alongside your CRM and helpdesk. It allows you to:

• Send satisfaction surveys automatically after support ticket resolution or installation completion
• Measure NPS (Net Promoter Score) across your customer base
• Create and distribute e-learning content to help customers get the most from your services
• Send targeted newsletters and service announcements
• Feed satisfaction data back into the CRM for a complete view of customer health

The module turns reactive customer management into a proactive retention system.

What types of satisfaction surveys does BlueRockTEL offer?

BlueRockTEL supports multiple survey formats:

• Post-ticket surveys — sent automatically after a support ticket is resolved, measuring the support experience
• Post-installation surveys — sent after a deployment project is completed, measuring the installation experience
• NPS surveys — periodic surveys measuring overall customer loyalty and satisfaction
• Custom surveys — ad-hoc surveys for specific topics (new feature feedback, price change reactions)

You control the timing, frequency, and content of each survey type.

How does NPS (Net Promoter Score) measurement work?

NPS is measured using the standard single question: "On a scale of 0–10, how likely are you to recommend us to a colleague or partner?" Respondents are classified as:

• Promoters (9–10): loyal customers who will drive referrals
• Passives (7–8): satisfied but not enthusiastic
• Detractors (0–6): unhappy customers at risk of churning

BlueRockTEL calculates your NPS score (Promoters% minus Detractors%) and tracks it over time. Each NPS response is linked to the customer record, so your team can follow up personally with detractors and turn them around before they leave.

Can I trigger satisfaction surveys automatically after ticket resolution?

Yes. BlueRockTEL sends a satisfaction survey automatically when a support ticket is closed. The survey is sent to the customer who raised the ticket, by email, with a simple rating and optional comment field. The response is recorded in the customer's satisfaction history and visible in the helpdesk ticket.

This automation ensures every resolved ticket generates satisfaction data without any manual work from your support team.

Can I create e-learning modules to onboard new customers?

Yes. BlueRockTEL includes a content management capability for e-learning. You can create structured onboarding content — guides, tutorials, training materials — organised as e-learning modules accessible by your customers. This is particularly useful for operators whose services require customer training (hosted PBX, UCaaS, complex connectivity services).

E-learning reduces onboarding support calls and improves the customer's time-to-value from your services.

How do I send targeted newsletters or service announcements to customers?

BlueRockTEL allows you to send targeted communications to customer segments:

• All customers with a specific service type (e.g., all SIP trunk customers)
• Customers in a specific region or account manager's portfolio
• Customers with a NPS score below a threshold (detectors requiring attention)
• Customers with upcoming contract renewals

You create the communication in BlueRockTEL's editor, select the target audience, and send. Delivery is tracked and responses (including survey completions) are recorded.

How does satisfaction data feed back into the CRM?

Every satisfaction survey response is linked to the customer's CRM record. Account managers can see:

• The customer's latest NPS score and trend
• Their post-ticket satisfaction scores
• Their survey comments
• Alerts when a customer's satisfaction drops significantly

This makes the CRM a true customer health dashboard, not just a contact database. Account managers can prioritise customer visits and calls based on satisfaction signals rather than waiting for a cancellation notice.

How does BlueRockTEL help reduce customer churn?

Churn reduction in BlueRockTEL works through a retention loop:

1. Detect — satisfaction surveys and NPS identify unhappy customers early
2. Alert — account managers are notified when a customer's satisfaction drops
3. Act — the CRM helps schedule a retention call or visit with full context
4. Resolve — if the issue was a support problem, the helpdesk history shows what happened
5. Measure — follow-up surveys confirm whether the intervention worked

This loop converts reactive churn (learning about a customer's unhappiness when they call to cancel) into proactive retention (identifying and addressing unhappiness weeks before it reaches that point).

Can customers access e-learning content through a portal?

BlueRockTEL's e-learning content can be made available to customers through a dedicated access link. Customers access the training materials at their own pace, and completion can be tracked. This is particularly valuable for larger customers onboarding multiple users onto a hosted PBX or UCaaS solution.

How do I track satisfaction trends over time?

BlueRockTEL provides satisfaction reporting with time-series views:

• NPS score over time (weekly, monthly, quarterly)
• Post-ticket satisfaction average over time
• Volume of surveys sent vs. responses received (response rate)
• Distribution of scores (how many promoters, passives, detractors)

These trends allow you to measure the impact of service improvements, team training, or process changes on customer satisfaction.

Can I customize the content and frequency of satisfaction campaigns?

Yes. Every aspect of satisfaction campaigns is configurable:

• The survey questions and rating scales
• The email template and branding
• The frequency (how often a given customer receives an NPS survey)
• The minimum time between two surveys to the same customer
• The trigger conditions (ticket closed, project completed, date-based)

How does the retention loop between satisfaction and CRM work?

The retention loop is the integration between the Satisfaction module and the CRM. When a customer submits a low NPS score:

1. BlueRockTEL creates a CRM task for the account manager: "Follow up with [Customer] — NPS score dropped to [X]"
2. The account manager sees the task in their CRM dashboard with the customer's full context
3. They schedule a call or visit, log the outcome, and update the account
4. If the issue is resolved, a follow-up survey confirms the improvement

This systematic approach to customer health turns satisfaction data from a vanity metric into an actionable retention tool.