Customer ratings
When a chat ends, customers rate it Good, Okay or Poor and can add a comment. See each rating in the inbox and the share rated Good in Insights.
At the end of a chat, Dazza asks the customer one question: How was this chat? They choose Good, Okay or Poor, and can add a comment that only your team sees.
When customers are asked
Once per conversation, in the website chat, the chat link and your app, when either:
- your team resolves the conversation, or
- the customer closes the chat after Dazza or your team has answered.
On your website, the chat’s close button shows the question first, and pressing it again closes the chat. If the customer closes the chat another way, the question is waiting when they open it again. Not now skips it, and they aren’t asked again in that conversation.
Customers on email and messaging apps aren’t asked.
In the inbox
Rated conversations show Rated good, Rated okay or Rated poor in the list, and the rating and any comment at the end of the conversation. Use the ratings filter under the search box to see, for example, every chat rated Poor.
In Insights
Customer rating is the share of rated conversations that were rated Good, for the period and channel you’ve chosen. When some were rated Poor, a link takes you to them in the inbox.
Answer ratings are different: they’re the thumbs up and down customers give single replies from Dazza.