Satisfaction ratings
When a conversation is resolved, SupportWunder can ask the customer a quick "how did we do?" question (a 1 to 5 rating) right on the channel they were already using.
How it's asked
The question goes out when a conversation is resolved, whether that's you resolving it by hand or an idle chat auto-resolving (see Resolving cases), and only if the customer actually got a reply.
It's asked once per resolved request, not once per conversation forever. If the customer later writes again, gets a new reply, and the conversation is resolved again, they can be asked again, but never sooner than 24 hours after the last request. Resolving again with nothing new in between doesn't ask a second time.
To resolve without asking, use Done, no rating instead of Mark resolved. That's handy when a customer's "thanks" reopened a conversation that was already answered.
The prompt fits the channel:
- Website chat: the customer sees five smileys inline in the chat widget and taps one.
- WhatsApp, Telegram, and other chat channels: a short message with a link to a simple rating page.
- Email: a short message with one link ("Rate this conversation in 10 seconds"). It opens the rating page, where the customer picks one of five smileys.
Ratings are never requested on playground/test conversations, only real customer conversations count.
Where to see the results
Open Feedback from the account menu (the person icon at the top right). It shows your average rating, the response rate, how the scores are distributed, the trend over time and a breakdown by channel, for the last 7, 30 or 90 days or all time. Under What you can improve you'll find low ratings and every comment, each with a link to the conversation. The Overview page shows a satisfaction summary as well.
If a customer mentions getting a "how did we do?" prompt, this is what they mean.