Customer satisfaction is paramount for any business striving for excellence in service delivery. With Team GPS, you can seamlessly integrate CSAT surveys into your PSA tool, facilitating efficient feedback collection and analysis. This feature empowers you to gather valuable insights directly from your customers, enabling you to continually enhance your service quality. Here's how you can set up CSAT surveys in Team GPS:


Prerequisites


An integration with your PSA Tool is required to set up Customer Satisfaction Surveys (CSAT) in Team GPS. For instructions, please review the following article:


ConnectWise Manage Integration


Configure CSAT Survey in Team GPS


  1. Log in to Team GPS and navigate to the Admin Settings > Integrations > Customer Sentiment Setup
  2. Select the CSAT Setup tab and click "Edit Survey" to view and manage your CSAT survey
  3. On the left-hand side of the screen you will see all of your customization options. The right-hand side of the screen will present a preview of your survey in real time as you make changes:
    1. Logo: Replace the default company logo if you choose. By default, this will take the existing company logo from the Company Preferences page under Admin Settings > Organization > Company Preferences.
    2. Feedback Tags: Enable users to provide additional context by customizing feedback tags. There are currently 4 standard Feedback tags. These can be selected or de-selected if you choose not to include them as options for your clients. The standard choices are as follows:
      • Knowledge - Indicative of how knowledgeable your client felt the support resource was in resolving their issue.
      • Helpfulness - Indicative of how helpful your client felt the support resource was in their interaction.
      • Time to Response - Indicative of how happy or upset the client was with the amount of time it took for you to respond to their issue.
      • Time to Resolution - Indicative of how happy or upset the client was with the amount of time it took for you to resolve their issue.
    3. Question Phrasing: Modify the question prompt to align with your specific requirements.
      • Secondary Question (Optional): Decide whether to include a secondary question allowing users to provide comments.
    4. Enable Marketing Permissions: Choose whether to request marketing permissions from users to utilize their feedback in public testimonials or marketing materials.
    5. Enable Public Reviews: Opt to enable the feature allowing positive reviews to be posted on your Google My Business page.
  4. Configure Settings: After adjusting the settings according to your preferences, click on Configure to save your changes.
  5. Copy the HTML Code: Once configured, copy the generated HTML code snippet with the Copy Snippet button.


Integrate CSAT Survey into PSA Tool

  1. Log in to ConnectWise Manage and navigate to System > Setup Tables
  2. Search for the Service Board setup table and select the Service Board from which you want to send the CSAT survey.
  3. Navigate to the Statuses tab of the chosen service board and select the appropriate status (e.g., Closed).
  4. Under the Email Template Setup section:
    • Ensure that External Contact Notifications is checked.
    • Under Add Email Notifications + ensure you select Contact for this item
  5. Insert the CSAT HTML Code:
    1. Scroll down to the HTML email editor and click Source 
    2. Paste the copied CSAT HTML code snippet wherever you'd like your customers to see this in the email
    3. Select Source again to go back and view your HTML Email with the new CSAT code embedded
  6. Save the status setting to complete the configuration process. Your CSAT survey will now send out to clients whenever a ticket on this board is set to this status. When the user fills out the CSAT Survey, the response along with relevant ticket details will show up in Team GPS.


Conclusion


By following these steps, you can seamlessly integrate CSAT surveys into your PSA tool, enhancing your ability to gather and analyze customer feedback effectively. This invaluable data will enable you to make informed decisions and continuously improve your service delivery, ultimately fostering stronger customer relationships and business success.