In addition to the rating the user selects in the resolution email, the HappySignals survey asks what influenced their service experience by offering a list of reasons for their score (Experience Indicators).
This list varies based on the given rating, and the Experience Indicators also differ between Measurement Areas. The order of the Experience Indicators is always randomized to avoid unintentionally favoring any specific option.
Incidents example
If user selects 9 or 10:
If user selected 7 or 8:
If user selected 0 to 6:
Experience Indicators are shown in English or users' local language, if this information is sent to HappySignals from customer ticketing system.