How Can I Enable, Trigger, and Troubleshoot CSAT Surveys for Milestone Tasks in Rocketlane?
Customer Satisfaction (CSAT) surveys are important tools for gathering valuable feedback on completed tasks in Rocketlane. This guide provides a comprehensive overview of enabling, triggering, and troubleshooting CSAT surveys for milestone tasks in your projects.
What Is CSAT in Rocketlane?
CSAT (Customer Satisfaction Score) is a feature in Rocketlane that allows users to collect feedback on specific tasks from project stakeholders. It's commonly used for milestone tasks to gauge the level of satisfaction with the work delivered. CSAT surveys are typically sent via email and can also appear in the notifications panel for relevant stakeholders. The survey responses are tracked and accessible under the CSAT section of the task details.
Steps to Enable CSAT for a Task
Follow these steps to ensure CSAT is enabled:
Change the Task's Status: First, ensure the task’s status is adjusted to a different state. This action is necessary to prepare the task for enabling CSAT feedback.
Toggle CSAT Settings: Look for the option to enable CSAT feedback for the task. If you don’t see this setting or lack the required permissions, contact an admin or someone with appropriate access levels to enable it for you.
How to Trigger a CSAT Survey for Milestone Tasks
To manually trigger a CSAT survey for a milestone task:
Adjust the Task Status: Change the current status of the task to something other than “Completed.”
Return the Status to “Completed”: After making this change, set the status back to “Completed.” This will activate the CSAT survey for the milestone task.
Survey Notification and Email: The CSAT survey will automatically be sent via email to stakeholders and displayed in their notification panel.
You can access and review responses under the CSAT section in the task’s ‘Additional Info’ tab.
Troubleshooting: Why Is the CSAT Section Missing?
If the CSAT section is unavailable for a milestone task, consider the following troubleshooting steps:
Check Task Visibility: Ensure the task is not marked as a private task. CSAT feedback is not enabled for private tasks as these are not visible to customers. Set the task to a public state if CSAT feedback is desired.
Verify Milestone Status: Double-check that the task is correctly designated as a milestone.
Role and Permissions: Confirm that you have adequate permissions to enable and view CSAT feedback. Admin privileges may be required in certain cases.
By addressing these considerations, you can resolve common issues preventing CSAT functionality.
Key Considerations
Task Configuration: Ensure tasks are properly set up as milestones and public if feedback is required.
Permissions: Admin or permissioned users may be needed to enable CSAT settings.
CSAT Applicability: CSAT is specifically designed for public tasks, ensuring transparency and customer-focused feedback.