Surveys filled out by customers after their experience with the support staff are known as customer satisfaction surveys.
These surveys question the customer about how they were treated while dealing with the support staff. Not all customers fill the form. Some people see it as a waste of time and not worth it so they skip filling it. It is valuable information for the company.
All agents try their best to make sure that the customer has a good experience. Sometimes, the customer is so frustrated with the product that he/she may will the survey form incorrectly. This is due to misinterpretation of the customer.
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