Product Updates
Kevin Coleman
Co-Founder
6 minutes
Measuring employee satisfaction with internal operations isn't just a nice-to-have—it's essential. At Ravenna, we understand that getting timely feedback on support interactions helps teams refine their processes and better serve their organizations. That's why we're excited to introduce our native Customer Satisfaction (CSAT) scoring feature, designed to seamlessly integrate with the way your employees already work. This powerful addition to our AI-powered helpdesk enables real-time feedback collection without disrupting workflow, providing valuable insights to operation leaders looking to optimize their support operations.
How CSAT Scoring Works
Implementing CSAT scoring in Ravenna is simple and quick. The process begins in your queue settings, where you'll find a simple toggle labeled "Send CSAT on ticket resolution." Once activated, this feature automatically triggers a satisfaction survey whenever a ticket is resolved.
Here's what happens from the employee's perspective:
An employee creates a ticket through Slack using Ravenna's intuitive ticket emoji
The system generates a ticket mirror that displays status and assignment information
When the ticket is resolved (indicated by a resolution emoji), the ticket status updates
The employee receives a direct message from Ravenna in Slack
This message includes context about the resolved ticket and a simple 1-5 rating scale
After selecting a rating, employees can provide additional feedback in a text field
All CSAT data is automatically captured and integrated into your reporting systems
The beauty of this implementation lies in its simplicity and integration with existing workflows. Employees don't need to leave Slack, visit a separate portal, or navigate through email links to provide feedback. Instead, the process happens right where they're already working, increasing response rates and gathering more comprehensive feedback.
Why This Matters for Internal Operations Leaders
As an operations leader, you understand that the quality of internal support directly impacts productivity across your organization. Implementing Ravenna's CSAT feature offers a few advantages:
Immediate Feedback Collection: Traditional CSAT methods often suffer from delays between service delivery and feedback collection, creating disconnects between the experience and the evaluation. Ravenna's integration ensures feedback is gathered at the moment of resolution when the experience is fresh in the employee's mind.
Higher Response Rates: By meeting employees where they already work (in Slack), you remove friction from the feedback process. This approach typically yields significantly higher response rates compared to email-based or portal-based surveys, giving you a more complete picture of service performance.
Data-Driven Service Improvements: With comprehensive CSAT data flowing directly into your reporting systems, you gain valuable insights to guide strategic decisions about resource allocation, training needs, and process improvements. This data becomes a foundation for continuous service enhancement.
Closed Feedback Loop: The system creates a clear connection between support interactions and quality measurement, establishing accountability and recognition opportunities for your support teams.
What makes Ravenna’s approach different?
What sets our approach apart from traditional helpdesk solutions is our fundamental understanding that enterprise service management needs complete reimagining for the modern workplace. While competitors like ServiceNow, Jira Service Management, and Freshservice continue to rely on outdated ticketing systems with bolted-on features, Ravenna was built from the ground up to deliver support where employees actually work.
Our CSAT implementation exemplifies this philosophy. Rather than forcing employees to navigate to external systems to provide feedback, we've integrated the process directly into their natural workflow. This approach not only yields better data but also demonstrates respect for employees' time and preferences.
The gap between how employees prefer to work (in messaging platforms like Slack) versus how traditional support is delivered (through clunky ticketing systems) isn't just inconvenient—it's wasteful and frustrating. Our CSAT feature bridges this gap, bringing the evaluation process into the modern collaborative workspace.
Wrapping up
Successful internal operations teams need tools that enhance human capabilities rather than adding complexity. Ravenna's native CSAT scoring feature exemplifies our commitment to creating seamless, efficient service experiences for both support teams and employees.
By implementing this feature, you're not just collecting satisfaction scores—you're demonstrating your commitment to continuous improvement and employee experience. You're acknowledging that feedback matters and that you're prepared to act on it to make support interactions better for everyone in your organization.
Ready to transform how you measure and improve employee satisfaction with your internal support services? Contact us today to learn more about our AI-powered helpdesk solution.
