Supportcandy Satisfaction Survey

SupportCandy Satisfaction Survey is a customer experience extension built for the SupportCandy WordPress helpdesk system. Designed to help support managers measure service quality and agent performance, it automates feedback collection at the end of the support lifecycle. When an agent closes or resolves a support ticket, the plugin automatically dispatches a customizable satisfaction survey via email or presents it within the customer's portal. Customers can submit rating scores (such as 1–5 stars or CSAT scales) along with detailed written feedback. Equipped with real-time aggregate reports, individual agent score breakdowns, and automated follow-up triggers for negative reviews, SupportCandy Satisfaction Survey provides the actionable metrics required to elevate customer service standards.

Main Features

• Automated post-resolution surveys — Automatically trigger survey requests via email or display feedback forms within the customer portal when a ticket is closed or resolved.
• Customizable rating scales & fields — Choose from star ratings, numerical scales (1–5 or 1–10), smiley faces, or custom text feedback boxes.
• Agent performance analytics — Track individual support agent satisfaction scores, total survey responses, and average ratings over customizable date ranges.
• Negative feedback alerts & triggers — Automatically dispatch email notifications to support team managers or reopen tickets when a low rating is submitted.
• Survey submission rules & delay limits — Set cool-down periods between survey emails to prevent spamming frequent support users.
• Comprehensive CSAT reporting — Access visual dashboard graphs, response distribution charts, and exportable CSV feedback logs.
• Customizable email templates — Personalize survey request email content, headers, call-to-action buttons, and branding using dynamic shortcodes.
• Role-based survey access — Restrict survey reporting and agent performance visibility to administrators and team managers.

Benefits

• Measures real-time customer satisfaction (CSAT) — Provides tangible feedback data to evaluate customer happiness and support quality.
• Identifies training & service gaps — Highlights top-performing agents and reveals areas where specific staff members or processes need improvement.
• Enables proactive customer recovery — Automated alerts for poor ratings allow managers to intervene and resolve negative customer experiences immediately.
• Improves agent morale & motivation — Transparent rating metrics allow management to reward high-performing support representatives objectively.
• Seamless helpdesk workflow integration — Works natively within the existing SupportCandy ecosystem without requiring external survey platforms or monthly SaaS fees.

Who is it suitable for?

• WordPress plugin & theme developers tracking customer satisfaction across product technical support queues.
• E-commerce & SaaS support teams evaluating helpdesk response effectiveness and post-purchase resolution speed.
• Managed Service Providers (MSPs) & IT helpdesks monitoring team compliance with client service quality standards.
• Service agencies & consultants gathering client feedback to refine ongoing support workflows and SLAs.