Limit satisfaction survey response time
Nadia Vasconcelos
Ian Kraskoff the main impact raised by the client is on the reliability of the indicators. Because the survey is available for a long time, some customers respond weeks or months later, already in a new context on a new ticket. In these cases, the score ends up reflecting dissatisfaction with a current service, and not what generated the survey.
For the client, this distorts the results, makes it difficult to read the team's actual performance and can lead to decisions based on data that do not represent that specific experience.
The suggestion is to limit the response period to 7 days, for example, this would guarantee more contextualized evaluations, more reliable metrics, and a more accurate mapping of opportunities for improvement.
Ian Kraskoff
Nadia Vasconcelos some questions:
- What should happen if the customer responds? When it's a link, it's clearer (just don't open it), but WhatsApp we don't control the Meta button
- Why is it a problem for the customer to respond weeks or months later? What's the effect of that?