Customer satisfaction metrics are not only important to your help desk, but to your bottom line, too. If your customers aren't happy, you can lose business.
The best time to get customer feedback is immediately after the support session, when the customer's memory is still fresh.
But with phone support and onsite support, customer satisfaction is difficult to track because feedback is not immediate. Many companies resort to sending email surveys, but response rates are typically low, and therefore provide skewed and inaccurate results.
Because Bomgar exit surveys are offered to customers immediately after a session ends, you’re much more likely to get their valuable feedback about their experience. In fact, our surveys see 20-50% average response rates.