Documentation / AI configuration
Customer satisfaction score
In short: The customer satisfaction score is a number from 1 to 10 that aishaa gives to a finished conversation: 1 to 3 means dissatisfied, 4 to 6 neutral and 7 to 10 satisfied. aishaa calculates the score itself as soon as a ticket is closed, whether that happens automatically or because a colleague closes the ticket. Nobody is asked anything. The score serves one purpose: deciding whether the ticket is a candidate for the review email. That is the case from a 7 upwards.
Where to find this
You see the score in two places:
- Organisation > Channels > Review Email, tab Review Email Candidates: the candidate list has the Satisfaction Score column for each ticket.
- In the open ticket, tab Timeline: the entry Satisfaction score calculated: followed by the score, in the name of System.
Who: the candidate list can be used from the Agent role; a Team lead manages the review email template. The setting that switches the score on is on Organisation > General and is for an Organisation admin. Everything applies per organisation.
The Review Email Candidates tab under Organisation > Channels > Review Email, with the columns Ticket #, Email and Satisfaction Score in the candidate list, showing a score of 7 or higher.
Requirement: collecting customer satisfaction is switched on
aishaa only calculates scores if the Collect customer satisfaction and review-email candidates switch is on under Organisation > General.
If the switch is off, aishaa calculates no new scores and no new candidates for the review email are added. Scores already calculated are kept and remain visible in the ticket’s timeline.
When aishaa calculates a score
aishaa assesses a conversation as soon as the ticket is set to Closed. That can happen in two ways, and both lead to the same automatic assessment:
- Automatically close answered tickets closes the ticket after it has been on Answered for the set number of days without a new reply from a colleague (see Way of working: webshop or service provider).
- A colleague closes the ticket themselves, through the status choice in the ticket, the status menu in the ticket overview or Mass status update. Nothing is asked; closing is one click.
In addition, three conditions apply. Only if all three are met does an assessment follow:
| Condition | Meaning |
|---|---|
| Collect customer satisfaction and review-email candidates is switched on | The organisation wants to collect candidates. |
| The ticket has no satisfaction score yet | A ticket is only assessed once. |
| No review email has been sent or ignored for this ticket yet | A ticket that has already been handled as a candidate is not assessed again. |
If the customer belongs to a customer group for which AI analysis is switched off, aishaa does not assess the conversation. See Customer groups.
First: is this a customer conversation at all
Before aishaa gives a score, it decides whether the conversation was with a customer at all. A customer conversation is a conversation with someone who is a customer or wants to become one and writes about their own order, product, delivery, return, payment, account, service or question.
These conversations get no score and never become a candidate for a review email:
- automatic notifications and system messages, such as monitoring alerts, out-of-office messages, delivery and read receipts, error messages about undelivered email, calendar invitations and notifications from forms or platforms;
- newsletters, marketing and advertising email;
- sales pitches, recruiters, suppliers, carriers, partners, agencies and other business correspondence;
- spam and unsolicited bulk email;
- internal messages between colleagues;
- empty, unreadable or test messages.
If aishaa is unsure whether a real customer is speaking, it treats the conversation as a customer conversation. A conversation without a score does not appear in the candidate list and does not get a score in the timeline either.
How the score is determined
aishaa reads the ticket’s conversation memory and the last messages of the conversation (automatic replies do not count) and assesses how satisfied the customer is at the end of the conversation. The result is one whole number:
| Score | Meaning |
|---|---|
| 1 to 3 | The customer is dissatisfied. |
| 4 to 6 | Neutral: not clearly satisfied or dissatisfied. |
| 7 to 10 | The customer is satisfied. |
The score is saved with the ticket and recorded on the Timeline tab as Satisfaction score calculated: with the score. There is no explanation with it; aishaa only gives the number.
The Timeline tab of a closed ticket with the Satisfaction score calculated entry and the score, in the name of System.
What aishaa does with the score
The score has one consequence: an email ticket with a score of 7 or higher appears as a candidate on the Review Email Candidates tab, with the score in the Satisfaction Score column. From there a colleague decides whether the customer gets a review request; aishaa never sends a review email itself. See Review email.
A score of 6 or lower has no consequence. The ticket does not become a candidate and nothing else happens; the score is only visible in the timeline.
Good to know
- The score exists only for the review email. There is no report or dashboard with satisfaction scores, no average per colleague and no filter on score in the ticket overview.
- A colleague cannot record satisfaction themselves or change the score. The judgement always comes from aishaa.
- aishaa assesses every closed ticket that meets the conditions, including WhatsApp conversations. Only email tickets with a customer address appear as candidates; the review email does not work for WhatsApp.
- The score no longer changes once it has been calculated. If the customer reopens the conversation and the ticket is closed again later, the first score stays.
- If the assessment fails, the ticket gets no score and does not become a candidate. You cannot start or repeat the assessment manually.