Customer Satisfaction Survey

1. Satisfaction Survey Configuration

Configuration path: Online Customer Service -> Satisfaction Survey Settings

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Note: If you have previously used the satisfaction survey feature, enabling the new satisfaction survey will deactivate the current Service Evaluation feature. This action is irreversible. Proceed with caution.

After enabling this feature, the system will fetch all WeChat and web channels. You can configure sending conditions and Record Type separately for each channel.

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Tip: The Call Center and online web/WeChat channels share one satisfaction survey object and are distinguished by different Record Types. The preset Record Type for web/WeChat channels is “Online Customer Service” and includes a default layout. The preset collection fields may not match your business needs. We recommend adjusting Record Types and layouts to fit your requirements. For layout configuration guidance, refer to: https://help.fxiaoke.com/9adk/82a7/89e6/b472

2. Survey Interface

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Tip: The system’s default layout is primarily intended for internal staff viewing. For layouts that end users will fill out, we recommend creating a separate customized layout.