Many of the most common questions asked in our helpdesk can be answered in our online Agent Tutorial.
Frequently Asked Questions:
You may also wish to review our General FAQ.
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RealSatisfied ratings are based on survey responses received from the customers of agents that participate in the RealSatisfied service. This is a invitation only system, limiting responses to only those people who have actually engaged with the agent themselves. The questions in the survey were designed by research professionals to measure 3 key performance indicators.
Independent 3rd Party Ratings
RealSatisfied operates as an independent 3rd party in issuing an invitation to the survey and collecting the response data on behalf of the agent. Experience has shown customers and prospective customers are more likely to give a more accurate ratings to a third party.
Key Performance Indicators
Satisfaction – this rating is based on a combination of factors relating to the customers satisfaction with respect to their experience with the agent. Satisfaction relating to specific measure as well as an overall rating contribute to this score.
Performance – this rating is based on a combination of factors relating to the agents performance. These include specific performance traits as well as performance against specific goals relating to the transaction or service.
Recommendation – our recommendation rating is based on the customers intent to use the services of the agent again in the future as well as their desire to recommend to friends, family and/or colleagues.