The SupportCandy Satisfaction Survey plugin is an essential tool for businesses looking to measure the effectiveness of their customer support team. By automatically collecting feedback and ratings after a support ticket is closed, this plugin provides store owners and support managers with the actionable data needed to improve service quality, monitor agent performance, and foster stronger relationships with their customers.
Key Features
- Automated Survey Emails: Automatically send survey requests to customers a specified number of days after their ticket has been marked as closed.
- Customizable Rating Options: Tailor your rating system to fit your brand, with the ability to add, modify, or delete rating labels as needed.
- Direct Feedback Loop: Customers can click a rating directly from the email, which redirects them to a feedback page to provide optional comments.
- In-Ticket Visibility: View ratings and feedback directly within the individual ticket widget, allowing agents and managers to see the customer’s sentiment at a glance.
- Centralized Feedback Management: Utilize a dedicated “Customer Feedback” admin menu to review all submissions, filter by specific ratings, and identify trends.
- Custom Confirmation Messages: Set personalized confirmation text that displays immediately after a customer submits their feedback.
- Performance Reporting: Integrate feedback data into your support analytics to monitor overall satisfaction trends and individual agent performance over time.
Use Cases / Who It’s For
This plugin is designed for any business using SupportCandy to manage customer inquiries. It is particularly valuable for e-commerce store owners, SaaS providers, and service-based businesses that rely on high-quality support to retain customers. If you are a support manager aiming to optimize your team’s workflow, or a business owner who needs to ensure that support interactions are meeting customer expectations, this tool provides the necessary insights to make data-driven improvements to your support operations.
Setup / How It Works
- Install and Activate: Ensure the main SupportCandy plugin is active, then install the Satisfaction Survey extension.
- Configure Settings: Navigate to the SupportCandy settings to define your survey email templates and determine how many days after ticket closure the survey should be sent.
- Set Up the Feedback Page: Create a dedicated page on your WordPress site for the survey and insert the required shortcode (wpsc_sf) to display the feedback form.
- Customize Ratings: Define your preferred rating scale and customize the confirmation messages that appear after a customer submits their review.
- Monitor Results: Once active, the plugin will automatically handle the survey lifecycle. You can review all incoming feedback through the dedicated admin menu or within individual ticket views.