Satisfaction Responses and Call Logging
Two Activity screens that record what happened around a case rather than to it.
Where to find it
Architect Panel → Activity:
- Satisfaction — satisfaction responses
- Calls — call records and what they were matched to
- Correspondence — the written half of the same picture
Satisfaction
Satisfaction responses are captured against the work they concern, so a score is attached to a case rather than floating in a survey tool.
That connection is what makes the data useful. A satisfaction score alone tells you a number. A score joined to the case tells you which service, which team, how long the case took and whether it breached — which is the difference between knowing satisfaction fell and knowing why.
Ask at the right moment
Ask when the outcome is known and recent — at closure, not monthly in a batch. A request arriving weeks later gets a response about the person's general feeling towards you rather than about the work.
Keep it short. One question and an optional comment will be answered; ten questions will not.
Read the comments
The score tells you the temperature. The free text tells you what to change, and it is usually specific and actionable in a way the number never is. If nobody reads the comments, you have built a metric rather than a feedback loop.
Call logging
Calls records the call itself: direction, the numbers involved, when it started, when it was answered, how long it lasted, the agent, and the outcome — matched to the record it relates to.
The match is the valuable part. A call log on its own is telephony data. A call log attached to a case means the case history shows the phone conversation alongside the emails and letters, and a colleague picking it up sees the whole interaction.
Matching, and when it fails
Calls match to records by number, so the same normalisation that matters for inbound messaging matters here. Where a call cannot be matched it is still recorded — decide who reviews unmatched calls, because they are often the ones from a number you do not yet hold.
Using both together
Satisfaction joined to call and correspondence history answers questions neither can alone: whether cases resolved on a first call score better, whether cases with more than three contacts score worse, whether a particular route produces unhappy outcomes. Those are service design questions, and this is the data that answers them.
Worked example
A repairs service asks one question at job completion. Joining responses to call records shows jobs needing more than two calls score markedly worse regardless of how quickly they were completed — so the improvement was not speed but keeping the resident informed without them having to chase.
Recommendations
- Ask at closure, and ask one question.
- Read the comments, and route them to whoever can act.
- Own the unmatched call queue.
- Join satisfaction to case data before drawing conclusions from the score.