If you want to measure customer satisfaction for different employee types (for example, technicians, sales representatives, receptionists, or any other category), the simplest method is to use a “Scale Matrix” question.
This question type lets you evaluate multiple roles within a single question, while assigning the correct employees, metrics, and employee types to each sub-question.
Step 1: Open the sequence you want to edit
Click “Feedback” in the left menu.
Select the “Sequences” tab.
Choose the sequence where you want to evaluate employees.
Click the “Questions” tab.
Step 2: Add a “Scale Matrix” question
Add a new question.
Select the question type “Scale Matrix”.
Example of a main question:
What is your level of satisfaction with the following elements:
This will be the parent question for the different employee types.
Step 3: Create your sub-questions (matrix items)
Add one sub-question for each employee type you want to evaluate.
For each sub-question, click it to set:
The assigned metric (for example, Customer Service, Work Quality – Technicians, etc.)
The employee type to evaluate (for example, Customer Service, Technicians, Sales Representatives, etc.)
Examples:
Sub-question 1:
Our customer service
Assigned metric: Customer Service
Employee type evaluated: Customer Service
Sub-question 2:
The work of our technicians
Assigned metric: Work Quality – Technicians
Employee type evaluated: Technicians
Using this approach, evaluations are correctly segmented by employee type and your reports reflect the performance of each category.
If you have any questions, feel free to contact us via the chat.