Peak Helpdesk · Satisfaction
How happy your
customers really are.
Satisfaction in Peak Helpdesk: the team records a rating from 1 to 5 on solved tickets, and the performance view shows it. An automatic customer survey is planned.
Which question must the source answer?
Read it together with the number of rated tickets. A handful of entries is a hint, not a result.
Counted honestly:
one rating per solved ticket.
What works today, and what is planned?
Today your team records a rating from 1 to 5 on a solved ticket, for example after the closing call or from the customer's reply. The performance view shows satisfaction over 7, 30 or 90 days next to reasons and speed. Planned and not built yet is an automatic survey that customers answer themselves after resolution. Until then every rating is the team's assessment, and the performance view says so.
Finding & data slice
What Peak Helpdesk records today.
No satisfaction figures from other companies and no averages. Peak Helpdesk only shows what your team recorded.
ObservationInterpretation
Décision
The evidence is still pending
No measurements. The figure stays empty until real, checked data exists.
Transparency is part of the result
How to read satisfaction.
Satisfaction is only as good as the conversations it comes from.
Guiding question
How did the customer feel about our resolution?
- Rating (today)
- 1 to 5 on “solved”, recorded by the team
- Where it comes from
- Closing call, customer reply, call-back
What counts as an
observation?
Satisfaction in performance over 7, 30 or 90 days
Event defined reference groupMeasurement scheme · no calculated study value03 / LimitNo rating, no value: missing entries are never estimated
How data becomes orientation
Rating. Reason. Conversation.
What does the rating say?
Read it together with the number of rated tickets. A handful of entries is a hint, not a result.
Key ideaFinding
Where does a 2 come from?
Open the poorly rated tickets and read the history. Was it the waiting time, the reason or the reply?
Key ideaInterpretation
What do you do now?
Call the customer or write to them yourself. A follow-up task in Peak Task records who takes care of it.
Key ideaNext step
Your quality check
Do you hear how your customers are doing?
Tick what you have checked. Your selection stays in this view only.
0 of 3 points checked
What this article is based on.
Description with made-up sample tickets, not a study. Peak Helpdesk backs the 1–5 rating on solved tickets, recorded by the team, and its overview in the performance view. An automatic customer survey is planned and not built.
- Editorial demo
Editorial example with made-up sample data. Tickets with status, priority, assignee and reason, intake by email forwarding, Live Chat and manually, response and resolution promises, satisfaction 1–5, performance and the history of every change exist in Peak Helpdesk today; everything else is marked as example or planned.
- Evidence pending
No dataset and no study. The page shows a way to check, not measured values.
Listen before you measure.
Start Peak Helpdesk, solve the first ticket and record how the customer felt about it.
Frequently asked questions
Who records satisfaction?
Today the team, on a solved ticket. An automatic customer survey is planned.
Where do I see satisfaction over time?
In the performance view over 7, 30 or 90 days.
Does Peak estimate missing ratings?
No. A ticket without a rating is not counted.