Understanding User Happiness Level: The Feedback Feature in GoCSM

User happiness is a key indicator of customer satisfaction. GoCSM's feedback feature helps you collect, track, and act on customer sentiment through a simple feedback system that appears right in their HighLevel interface.

Managing the Feedback Feature

Setting Up and Controlling Feedback

The feedback system is entirely under your control through a simple toggle in GoCSM:

1. Navigate to the Health section in GoCSM

2. Find the "Request Feedback" toggle under your chosen sub-account's details

3. Enable it to activate the feedback button for your customers

4. Switch it off at any time to immediately stop feedback collection

Your customers will see a feedback button in their HighLevel interface when enabled. You can switch this feature off at any point if you need to pause feedback collection - the button will immediately disappear from your customers' view.

Tracking Feedback in GoCSM

Every piece of feedback is captured and organized in several ways:

Feedback Section

• See all feedback entries in one place. Each entry shows:

  • Customer's name

  • Their company

  • Feedback rating

  • Comments

  • Submission date

User Happiness Pipeline

Customers move through different pipeline stages based on their feedback:

• Very Happy customers appear in the top stage

• Happy customers in their respective stage

• And so on through Neutral and Not Happy stages

This visual organization helps you quickly identify and respond to different satisfaction levels.

Health section

When you select a specific sub-account in the Health section in GoCSM, you'll find a clear visual representation of customer happiness levels. Next to each user's name, you'll see a colored cube that instantly shows their satisfaction level

This color-coded system makes it easy to scan through your customer list and quickly identify satisfaction levels across your user base. 

The colored indicators update automatically whenever new feedback is submitted, giving you a real-time view of customer satisfaction. This visual approach helps you quickly spot patterns or changes in customer happiness without digging through detailed reports.

Taking Action on Feedback

GoCSM helps you respond to feedback systematically:

1. Monitor the User Happiness pipeline to spot changes in customer satisfaction

2. Use drafted automation workflows to reach out to customers at each happiness level

3. Customize your response based on the feedback rating

4. Track feedback patterns within specific sub-accounts to identify trends

Pro Tip: Even when you temporarily disable feedback collection, you retain access to all historical feedback data in the Health section of that sub-account.

Why This Matters

Regular feedback helps you:

• Catch satisfaction issues early

• Identify your happiest customers

• Identify who to upsell to

• Track satisfaction trends over time

• Create targeted improvement strategies

• Understand satisfaction levels across different sub-accounts