{"id":1126,"date":"2024-12-12T08:32:11","date_gmt":"2024-12-12T08:32:11","guid":{"rendered":"https:\/\/interkeykb.eoceandemo.com\/?p=1126"},"modified":"2025-10-01T14:11:01","modified_gmt":"2025-10-01T14:11:01","slug":"measure-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/help.eocean.net\/knowledge\/measure-customer-satisfaction\/","title":{"rendered":"Voice of the Customer"},"content":{"rendered":"<div id=\"pl-gb1126-69deaaa1ecbc0\"  class=\"panel-layout\" ><div id=\"pg-gb1126-69deaaa1ecbc0-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-gb1126-69deaaa1ecbc0-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-gb1126-69deaaa1ecbc0-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div id=\"pl-w676009db21b48\"  class=\"panel-layout\" ><div id=\"pg-w676009db21b48-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w676009db21b48-0-0\"  class=\"panel-grid-cell\" ><div 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version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" x=\"0px\"\n\t\t\t\ty=\"0px\"\n\t\t\t\twidth=\"12\" height=\"12\" viewBox=\"0 0 512 512\" enable-background=\"new 0 0 512 512\"\n\t\t\t\txml:space=\"preserve\">\n\t\t\t\t<polygon points=\"438.393,374.595 319.757,255.977 438.378,137.348 374.595,73.607 255.995,192.225 137.375,73.622 73.607,137.352 192.246,255.983 73.622,374.625 137.352,438.393 256.002,319.734 374.652,438.378 \"\/>\n\t\t\t<\/svg>\n\t\t<\/div>\n\t\n\t\n<\/div>\t<\/div>\n\t<div class='asl_data_container' style=\"display:none !important;\">\n\t\t<div class=\"asl_init_data wpdreams_asl_data_ct\"\n\tstyle=\"display:none !important;\"\n\tid=\"asl_init_id_1\"\n\tdata-asl-id=\"1\"\n\tdata-asl-instance=\"1\"\n\tdata-settings=\"{&quot;homeurl&quot;:&quot;https:\\\/\\\/help.eocean.net\\\/knowledge\\\/&quot;,&quot;resultstype&quot;:&quot;vertical&quot;,&quot;resultsposition&quot;:&quot;hover&quot;,&quot;itemscount&quot;:4,&quot;charcount&quot;:0,&quot;highlight&quot;:false,&quot;highlightWholewords&quot;:true,&quot;singleHighlight&quot;:false,&quot;scrollToResults&quot;:{&quot;enabled&quot;:false,&quot;offset&quot;:0},&quot;resultareaclickable&quot;:1,&quot;autocomplete&quot;:{&quot;enabled&quot;:false,&quot;lang&quot;:&quot;en&quot;,&quot;trigger_charcount&quot;:0},&quot;mobile&quot;:{&quot;menu_selector&quot;:&quot;#menu-toggle, 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value=\"1\">\n\n\t<div class=\"asl_option_inner hiddend\">\n\t\t<input type='hidden' name='qtranslate_lang' id='qtranslate_lang'\n\t\t\t\tvalue='0'\/>\n\t<\/div>\n\n\t\n\t\n\t<fieldset class=\"asl_sett_scroll\">\n\t\t<legend style=\"display: none;\">Generic selectors<\/legend>\n\t\t<div class=\"asl_option\" tabindex=\"0\">\n\t\t\t<div class=\"asl_option_inner\">\n\t\t\t\t<input type=\"checkbox\" value=\"exact\"\n\t\t\t\t\t\taria-label=\"Exact matches only\"\n\t\t\t\t\t\tname=\"asl_gen[]\"  checked=\"checked\"\/>\n\t\t\t\t<div class=\"asl_option_checkbox\"><\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"asl_option_label\">\n\t\t\t\tExact matches only\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"asl_option\" tabindex=\"0\">\n\t\t\t<div class=\"asl_option_inner\">\n\t\t\t\t<input type=\"checkbox\" value=\"title\"\n\t\t\t\t\t\taria-label=\"Search in title\"\n\t\t\t\t\t\tname=\"asl_gen[]\"  checked=\"checked\"\/>\n\t\t\t\t<div class=\"asl_option_checkbox\"><\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"asl_option_label\">\n\t\t\t\tSearch in title\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"asl_option\" tabindex=\"0\">\n\t\t\t<div class=\"asl_option_inner\">\n\t\t\t\t<input type=\"checkbox\" value=\"content\"\n\t\t\t\t\t\taria-label=\"Search in content\"\n\t\t\t\t\t\tname=\"asl_gen[]\"  checked=\"checked\"\/>\n\t\t\t\t<div class=\"asl_option_checkbox\"><\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"asl_option_label\">\n\t\t\t\tSearch in content\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"asl_option_inner hiddend\">\n\t\t\t<input type=\"checkbox\" value=\"excerpt\"\n\t\t\t\t\taria-label=\"Search in excerpt\"\n\t\t\t\t\tname=\"asl_gen[]\"  checked=\"checked\"\/>\n\t\t\t<div class=\"asl_option_checkbox\"><\/div>\n\t\t<\/div>\n\t<\/fieldset>\n\t<fieldset class=\"asl_sett_scroll\">\n\t\t<legend style=\"display: none;\">Post Type Selectors<\/legend>\n\t\t\t\t\t<div class=\"asl_option_inner hiddend\">\n\t\t\t\t<input type=\"checkbox\" value=\"post\"\n\t\t\t\t\t\taria-label=\"Hidden option, ignore please\"\n\t\t\t\t\t\tname=\"customset[]\" checked=\"checked\"\/>\n\t\t\t<\/div>\n\t\t\t\t<\/fieldset>\n\t<\/form>\n\t<\/div>\n<\/div>\n\n      <\/div>\n   <\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n<div id=\"pl-gb1126-69deaaa1eceb3\"  class=\"panel-layout\" ><div id=\"pg-gb1126-69deaaa1eceb3-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-gb1126-69deaaa1eceb3-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-gb1126-69deaaa1eceb3-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"mobile_section custom_container panel-widget-style panel-widget-style-for-gb1126-69deaaa1eceb3-0-0-0\" ><div id=\"pl-w686b8423a46c8\"  class=\"panel-layout\" ><div id=\"pg-w686b8423a46c8-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w686b8423a46c8-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w686b8423a46c8-0-0-0\" class=\"widget_text so-panel widget widget_custom_html panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"textwidget custom-html-widget\">[mobile_menu]<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n<div id=\"pl-gb1126-69deaaa1ed0c8\"  class=\"panel-layout\" ><div id=\"pg-gb1126-69deaaa1ed0c8-0\"  class=\"panel-grid panel-has-style\" ><div class=\"custom_container panel-row-style panel-row-style-for-gb1126-69deaaa1ed0c8-0\" ><div id=\"pgc-gb1126-69deaaa1ed0c8-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-gb1126-69deaaa1ed0c8-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div id=\"pl-w68dd36745248b\"  class=\"panel-layout\" ><div id=\"pg-w68dd36745248b-0\"  class=\"panel-grid panel-has-style\" ><div class=\"getting_started_section panel-row-style panel-row-style-for-w68dd36745248b-0\" ><div id=\"pgc-w68dd36745248b-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w68dd36745248b-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div id=\"pl-w68dd367452494\"  class=\"panel-layout\" ><div id=\"pg-w68dd367452494-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w68dd367452494-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w68dd367452494-0-0-0\" class=\"widget_text so-panel widget widget_custom_html panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"textwidget custom-html-widget\"><div class=\"breadcrumb_section\">\n\t<ul>\n\t\t<li>\n\t\t\t<a href=\"\/\">Help Center<\/a>\n\t\t<\/li>\n\t\t<i class=\"fa fa-chevron-right\"><\/i>\n\t\t<li>\n\t\t\t<p>Insights<\/p>\n\t\t<\/li>\n\t<\/ul>\n<\/div><\/div><\/div><\/div><\/div><div id=\"pg-w68dd367452494-1\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w68dd367452494-1-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w68dd367452494-1-0-0\" class=\"widget_text so-panel widget widget_custom_html panel-first-child panel-last-child\" data-index=\"1\" ><div class=\"textwidget custom-html-widget\"><ul class=\"left-menu\"><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/campaign-manager\/\">Campaign Manager<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/chat-manager\/\">Chat Manager<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/chatbot-builder\/\">ChatBot Builder<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/digital-connect-api-docs\/\">Digital Connect API Docs<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/getting-started\/\">Getting Started<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/insights\/\">Insights<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/integrations\/\">Integrations<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/plans-pricing\/\">Plans Pricing<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/sms-service\/\">SMS Service<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/support-channel\/\">Support Channel<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/template-manager\/\">Template Manager<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/users-and-teams\/\">Users and Teams<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/whatsapp-business-platform\/\">Whatsapp Business Platform<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/whatsapp-manager\/\">WhatsApp Manager<\/a><\/div><\/li><\/ul><\/div><\/div><\/div><div id=\"pgc-w68dd367452494-1-1\"  class=\"panel-grid-cell\" ><div id=\"panel-w68dd367452494-1-1-0\" class=\"widget_text so-panel widget widget_custom_html panel-first-child panel-last-child\" data-index=\"2\" ><div class=\"textwidget custom-html-widget\"><div class=\"menu_page_inner_section\">\n\t<h1>\n\t\tVoice of the Customer\n\t<\/h1>\n\t<h3 style=\"margin-bottom: 40px;\">\n\t\tIn Digital Connect, this dashboard offers an insight into customers\u2019 feedback that they provide after conversation with an agent over surveys.\n\t<\/h3>\n\t\n\t<p style=\"margin-bottom: 15px;\">\n\t\tYou can gather feedback from your customers after a conversation with your team through conversation ratings. When a agent resolves (closes) a conversation, you can send a simple survey to your users asking them about their experience. You can do this by setting up CSAT (Customer Satisfaction) Survey.\n\t<\/p>\n\t\n\t<p style=\"margin-bottom: 25px;\">\n\t\tOverall feedback results are presented at the top and can be easily seen in two different widgets.\n\t<\/p>\n\t\n\t<p style=\"margin-bottom: 40px;\">\n\t\tAnd the widget below offers the insight for each survey completed showing who completed the survey, which score they gave, the date when they were surveyed and their channel of conversation.\n\t<\/p>\n\t\n\t<img decoding=\"async\" style=\"width: 100%;margin-bottom: 15px;\" src=\"https:\/\/help.eocean.net\/knowledge\/wp-content\/uploads\/2025\/09\/image-png-Mar-02-2022-11-56-52-38-AM.webp\" \/>\n\t\n\t<p style=\"margin-bottom: 15px;\">\n\t\tUsing this dashboard you track your customers\u2019 satisfaction and team\u2019s performance and reward your top agents while identifying opportunities to improve the quality of support your team provides. \n\t<\/p>\n\t\n\t<p style=\"margin-bottom: 15px;\">\n\t\tYou can also leverage it to improve the experience of your customers  to make your customers happy.\n\t<\/p>\n\t\n\t<p style=\"margin-bottom: 15px;\">\n\t\tFor example, You can reach out to customers who have left a low rating on a conversation and incentivize them by sending them promotional offers and discounts. \n\t<\/p>\n\t\n\t[feedback_form]\n\t\n\t[related_articles]\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Insights<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rop_custom_images_group":[],"rop_custom_messages_group":[],"rop_publish_now":"initial","rop_publish_now_accounts":[],"rop_publish_now_history":[],"rop_publish_now_status":"pending","footnotes":""},"categories":[7],"tags":[],"class_list":["post-1126","post","type-post","status-publish","format-standard","hentry","category-insights"],"_links":{"self":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/posts\/1126","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/comments?post=1126"}],"version-history":[{"count":2,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/posts\/1126\/revisions"}],"predecessor-version":[{"id":3198,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/posts\/1126\/revisions\/3198"}],"wp:attachment":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/media?parent=1126"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/categories?post=1126"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/tags?post=1126"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}