Hubz.

Business / Surveys, scores and resolution feedback

Customer satisfaction surveys and support follow-up

See which surveys are unanswered, which received low ratings and which customers still need help.

PRODUCT VIEW

See how it works.

Closing a ticket does not always mean the customer’s issue is resolved. Hubz Quality reviews ticket-linked surveys alongside the customer's score and resolution response. Pending surveys are not treated as submitted scores. Average scores, low ratings and unresolved experiences requiring follow-up are separate signals drawn from actual feedback.

Hubz.Workspace / Support satisfactionDK
EXPLORE THE PRODUCT

Support satisfaction

Sample view

Support satisfaction

☆ ☆ ☆ ☆ ☆
Unresolved experiencesSample record / review
Low-score viewSample record / review
Pending surveysSample record / review
Ticket and action contextSample record / review
This screen is not a general ISO or enterprise quality management system.
01Select the feedback scope
02Read the response with the ticket
03Start the follow-up
Interface illustration using sample data. The layout is simplified to explain the relevant feature.

FROM NEED TO OUTCOME

Where this helps.

An average score alone can hide unanswered surveys or customers whose issues remain unresolved. Follow-up also breaks down if feedback loses its ticket context.

WHAT YOU CAN WORK TOWARDS

Read feedback alongside the relevant ticket and determine the next support step according to low scores, pending surveys and unresolved issues.

STEP BY STEP

How to use it.

  1. 01

    Select the feedback scope

    Choose all, unresolved, low-score, awaiting survey or records the customer marked as resolved.

  2. 02

    Read the response with the ticket

    Assess score, response time and the linked support record together. Do not infer a score for a survey without a customer response.

  3. 03

    Start the follow-up

    Return to the support issue or assess suitable customer compensation separately. Keep feedback review and reward or discount decisions distinct.

INSIDE THE MODULE

What can you do?

FOCUS 01⊙
Support satisfaction
Record fieldUnresolved experiences

Unresolved experiences

Review responses where the customer says the issue remains unresolved, alongside the ticket's internal status.

FOCUS 02▤
Support satisfaction
Record / contentStatusOwner

Low-score view

Use the existing low-score classification to focus on experiences needing attention without losing the different responses behind an average.

FOCUS 03↗
Support satisfaction
✓Pending surveys✓Start the follow-up✓See what is included

Pending surveys

Separate records with no submitted response. A survey's existence is not evidence of a response or a positive outcome.

FOCUS 04◇
Support satisfaction
Record fieldTicket and action context

Ticket and action context

Use search and linked ticket information to return to feedback context. Assess reports and customer reward records separately when needed.

IN EVERYDAY WORK

What it looks like in practice.

Business service manager

A customer gives a low score and says a problem continues after the team closed the ticket.

Return to the relevant issue to identify the real follow-up need instead of relying only on closure counts.

Scenarios are illustrative; they are not customer testimonials or measured performance claims.

KNOW WHAT IS INCLUDED

Plans, permissions and limits.

Quality and support satisfaction records are included in Business. Relevant support and survey sources must be enabled.

  • This screen is not a general ISO or enterprise quality management system.
  • No satisfaction score is estimated from unanswered surveys. Results rely on existing feedback records.
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YOUR QUESTIONS

About this feature.

01Does sending a survey create a score?

No. A customer must answer the survey before a score or resolution assessment exists; pending records appear separately.

02Does a low score automatically grant a discount?

No. Feedback review, customer communication and reward decisions are separate processes. Existing reward tools provide record management.

RELATED WORKFLOW GUIDES

You may also need these features.

Support ticketsTrack support requests by status, priority, latest customer reply and resolution date.Knowledge baseTurn support answers into searchable articles, with titles, summaries, categories and a clear draft, published or archived status.Customer rewards and creditsOrganize discount, credit, gift or upgrade decisions with the relevant customer, status and expiry date.

MODULES THAT WORK TOGETHER

Explore related modules.

01

Tasks and Kanban

Organize work in lists and Kanban views, keeping customer follow-up visible with an owner and date.

02

Reports and visibility

Review sales, customer relationships, support, operations and data quality through your existing records.

03

Customer support

Manage support as a continuation of the customer relationship, adding knowledge-base, satisfaction and reward records with Business.