Customer Satisfaction Survey

1. Customer Satisfaction Evaluation Configuration

Configuration Path: Online Customer Service > Satisfaction Evaluation Settings

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Important Note: If you have previously used the satisfaction evaluation feature, enabling the new version will deactivate the current service evaluation function. This action is irreversible—please proceed with caution.

Once enabled, the system retrieves all WeChat and web channels. You can configure specific sending conditions and Record Types for each channel.

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Tip: The call center and online web/WeChat channels share the same satisfaction evaluation object, differentiated by Record Types. The default Record Type for web/WeChat channels is “Online Customer Service,” with a preset layout. However, the default data collection fields may not align with your business requirements. We recommend customizing the Record Type and layout based on your needs. For configuration rules, refer to the Layout Configuration Guide.

2. Evaluation Interface

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Tip: The system’s default layout is designed for internal staff review. For Terminal users, we recommend configuring a separate custom layout.