Satisfaction prediction scores

Satisfaction Prediction Scores is an indicator that determines what features can make your client satisfied. It assesses whether the ticket is likely to receive a good or bad satisfaction rating. It serves as an early warning system. Thanks to this, you find out about a situation earlier and you can prevent it and guarantee customer satisfaction.

To calculate the results of the Satisfaction Prediction Scores, a specific, statistically significant number of assessments at a specific time is required. They should take into account all grades – both good and bad. The calculation takes into account: time indicators, e.g. first response time or full solution time, report text, load indicators, e.g. number of responses, reopening and reallocated tickets.

LiveAgent provides Satisfaction Prediction Scores. This is a very important indicator in customer service, which definitely facilitates work and conducting effective activities.