Many of my customers do not feel comfortable being honest in their customer satisfaction survey. This is because many of my users are assigned the same agent based on their location.
I, as the supervisor, need to make satisfaction feedback private so only I can see. I will then discuss and share as needed with my agents.
+5Thanks, Joe, for the feedback. Today, the CSAT survey responses are designed to be more transparent to the Agent who's working on the Ticket, that way he/she gets feedback directly and accurately.
That said, I understand the issue here. We will consider bringing in more administrative controls in the future.
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