Question
Can external satisfaction, internal satisfaction, and communication quality be measured separately?
Answer
Yes. The ownership of the requester by the company is used for separate analysis of CSAT for internal requesters and external customers. Internal requesters belong to your company, which allows separating their ratings from those of external customers.
Internal requesters need to be assigned the role of 'Client' or 'Customer Administrator' to receive a standard CSAT rating request when their tickets are resolved.
Communication quality can be assessed separately in the QA module according to predefined criteria.
Details: How are CSAT and Survey Rate Calculated? · Service Quality Control · Managing Service Quality Criteria