Gather Feedback With Satisfaction Ratings

Customer satisfaction ratings allow your customers to rate your replies with just a click or two. This article is all about the Satisfaction Ratings feature in Help Scout.

In this article 

Enable Ratings Per Mailbox

Satisfaction ratings are mailbox-specific and are disabled by default. Head over to  Mailbox Settings → Satisfaction Ratings and toggle the switch to on to enable ratings. Ratings links will be inserted in outgoing emails below your reply. You may choose to have these links above or below your email signature. 

Ratings Settings and Customization

Editing ratings text

Customize the ratings using the text editor or switch over to the HTML editor by clicking on the </> icon for HTML options. Click the Save button when you're done jazzing it up. 

Link templates

Not a fan of plain links? We've whipped up a few simple templates to use instead. Just copy and paste the code below in to the HTML </> editor. 

We know it might be tempting to throw a few of your own super cool ratings images in the signature, but keep in mind that images in signatures are often blocked by local mail clients. Additionally, using too many images might cause your reply to be marked as spam. 

<br>
How would you rate my reply?
<br>
<img src="https://d12wqas9hcki3z.cloudfront.net/images/emails/satisfaction/sat-ratings-icons.png" width="100" height="40" alt="Satisfaction Rating Icons" usemap="#rating-icons">
<map name="rating-icons">
  <area shape="rect" coords="0,0,28,40" href="{%ratings.great%}" alt="Great">
  <area shape="rect" coords="36,0,64,40" href="{%ratings.okay%}" alt="Okay">
  <area shape="rect" coords="72,0,100,40" href="{%ratings.bad%}" alt="Not Good">
</map>
<br>

<br>
How would you rate my reply?
<br>
<img src="https://d12wqas9hcki3z.cloudfront.net/images/emails/satisfaction/sat-ratings-tabs.png" width="200" height="30" alt="Satisfaction Rating Tabs" usemap="#rating-tabs">
<map name="rating-tabs">
  <area shape="rect" coords="0,0,54,30" href="{%ratings.great%}" alt="Great">
  <area shape="rect" coords="62,0,111,30" href="{%ratings.okay%}" alt="Okay">
  <area shape="rect" coords="120,0,200,30" href="{%ratings.bad%}" alt="Not Good">
</map>
<br>

<br>
<a href="{%ratings.url%}" style="color:#15c;"><strong>Rate My Reply</strong></a>
<br>

Translate the ratings page

Click the Translate tab on the top of the Settings page to translate the English terms and phrases seen on the ratings page to another language. Only one set of translations is currently supported. 

How Customers Rate Replies

Your customers can quickly rate your replies by clicking the ratings links included in your signature. They'll be directed to another page to leave an optional comment after selecting a ratings link from the email. Ratings without comments are still saved even if the customer does not hit the Send button. 

Each reply can only receive one rating, but multiple replies in a single conversation can be rated separately. For example, if the User sends 5 replies to the customer, the customer has the opportunity to rate all 5 replies. 

Happiness Report

Individual ratings are automatically funneled in to the Happiness report. You can run this report at any time to get a handle on how happy your customers are with the level of support being provided. To learn more about the Happiness report, see this article

Notifications of Ratings Submitted

Notifications for ratings received are available either through integrations or with a Workflow. Integrations and Workflows are available on Standard plans or higher.

App notifications

The Campfire, HipChat, and Slack integrations all offer the event "Satisfaction Rating Received" as an option. Check that box in the app settings at Manage → Apps to receive that notification in your team chat app. 

Email notifications

Use a Workflow to set up an email notification based on the criteria you want. The example below would send a Notification to you the first time a rating is submitted on a conversation. For more on Workflows, check out Get Started With Workflows.

Common questions

Can I choose when to send a ratings request? 
Negative. Ratings links are sent automatically with each reply. It's currently not possible to selectively send a request for ratings.

How long do customers have to rate replies?  
Customers have 10 days to rate replies. After the 10 day mark, they'll no longer be able to submit new ratings, or change existing ratings. 

Can customers rate a reply multiple times or change their rating? 
The customer may choose to change their rating any time during the 10 day window. Each reply will only retain the most recent rating submitted. 

Can I delete ratings once they've been submitted? 
Ratings cannot be edited or deleted from the thread or Happiness report once submitted. 

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