LL - Happiness Survey Follow Up Procedure

We are Customer Happiness, and it's more than just a name. It's why we pride ourselves on the service we provide.

That means when a customer responds to our Happiness Survey (with an Okay or Not Good rating) we need to reach out to them to address their concern and provide a Great experience experience instead.

Tickets that receive okay or not good ratings are automatically tagged "not good rating" and sent back to the unassigned box in HelpScout so they can be replied to by any member of the team. They are also copied into a folder on the right side.

Happiness ratings can also be viewed in Help Scout reports tab by selecting reports>happiness.
Ratings that are less than great are not always a result of anything you specifically did wrong.

Take your time when formulating your reply, considering the potential for another less than great rating. Follow the procedures you've been trained to follow, and do your best. Remember, the quality of your reply is what counts, and there will always be unavoidable Not Good responses. It's just the nature of what we do and why we are here. We believe in your ability to provide wonderful service to our guests.

Keep in mind that HelpScout only records the first survey response in a ticket. Therefore, if we reply in that ticket and get a better survey response, the new survey will not count.

To get around this, and to help maintain our goal of 80% great and higher, we will reply to the Okay or Not Good survey response from a new ticket!

In the new HelpScout ticket, use the SR: "Happiness Survey Follow Up"
Edit this saved reply as is appropriate for the situation.
On the new ticket - you will add the ticket number where the not good rating is located like "this is a follow up to a not good survey response from ticket # xxxxx. etc ""
Add the tag: happiness follow up
On the ticket that received the okay/not good rating - you will also notate that you provided a follow up to the rating, on ticket # xxxx.