Why satisfaction is hard to read
Most teams know their response times but not how customers felt. Reviews come from the happiest and angriest shoppers, and surveys sent by hand go out unevenly. Without a steady signal from every conversation, you can't tell whether a policy, a topic or a channel is letting customers down.
- Reviews only show the extremes
- Manual surveys are sent unevenly
- Scores without reasons don't tell you what to fix
How Yuma measures satisfaction
When a conversation is resolved, by Yuma or by your team, Yuma sends a short survey you can customise. Shoppers rate the experience and can add a comment. Results flow back to your helpdesk and reporting, grouped by topic, channel and agent, so you see which conversations go well and where customers are unhappy.
Read the comments next to the scores, find the topic behind a drop, and fix the playbook in your Handbook. Pair the scores with automation health for the full picture of how support is doing.
A shipping topic that dragged scores down
A home décor brand sees satisfaction dip one week. The survey comments point to a single topic: shoppers asking about delivery to islands got a vague answer. The team updates the shipping playbook in the Handbook, and the next surveys on that topic come back positive.
Benefits
01Coverage
A survey every time
Every resolved conversation gets a survey, so your scores reflect all of support, not a sample.
02Insight
Scores with reasons
Comments sit next to each rating, so you know why a score went up or down.
03Focus
Spot what needs a person
Low scores stand out by topic, so your team knows which conversations to review first.
04Visibility
Every channel in one view
Email, chat, social DMs and phone feed the same report, so you compare channels side by side.
Yuma
Step by step
- 01
Resolve the conversation
Yuma or your team closes the ticket on any channel. - 02
Send the survey
Yuma sends your short, customised survey to the customer. - 03
Collect the rating and comment
The customer rates the experience and can say why. - 04
Group the results
Scores flow to your helpdesk and reporting by topic, channel and agent. - 05
Act on what you learn
You fix the playbook behind a low score in your Handbook, and the next conversations follow it.
