ConnectWise Integration

CSAT onboarding can be completed within an hour. All you would need to do is setup your business profile with BizRatings, integrate ConnectWise to BizRatings and then configure a few settings within BizRatings. We have made this process fairly simple and straightforward and provide any documentation you need to self-onboard. Paid onboarding for CSAT includes an hour long call going through our onboarding documentation with someone from the BizRatings team helping you along the way. Onboarding for our profitability tool is much more involved as it will include an hour long phone call to go over the setup. Depending on how your agreements are set up in ConnectWise, there may be additional follow up required. Paid onboarding for the Profitability Tool is required.

Tracking CSAT is important since it allows you to understand how your clients feel about you. If your clients don’t appreciate the services you are providing them, then your business is at risk. Tracking CSAT and getting real time responses is important for your business to understand what is making your clients happy and what is not making your clients happy. This allows you to make anything right by your client right away.

One of our biggest concerns is making sure your survey responses have a high response rate and have accurate scores to differentiate quality of work. We have tested many different survey formats over the years and the ten point scale we use has the best combination of a high response rate and accurate scoring. We used to have a 3 point system (good, neutral, bad) but that didn’t provide accurate differentiation between excellent and merely adequate customer service. Five point systems we still use on some supporting surveys, however these have a much higher likelihood for reputation inflation and NPS influence. A 10 point scale is easier for users to differentiate and more accurately tabulates NPS (Net Promoter Scores). NPS is becoming the defacto standard to compare customer satisfaction between organizations so critical to make sure you are measuring it properly. If still unsure about the benefits of a 10 point scale over 5, 3 or 2 point scales please read this blog on how different scales impact score quality.

You have the option between whether or not you would like to show your clients' name and the survey responders first name and last initial for your posted reviews. We recommend showing the company name since this will add more validity to your posted reviews however this is ultimately up to you.

We look at the Billable Resources for each ticket to determine who worked on it. All you would need to do is have the employee setup in BizRatings and upload a photo of them in order for them to appear on your BizRatings email surveys.

We have a variety of Customer Satisfaction (CSAT) and Financial Reports. Our CSAT reports include service tickets, project tickets, client summaries, employee reviews and more! Our financial reports includes high level summaries, real time utilization and more!

Our Google Review Tool can work in different custom ways in order to bring promoters to your Google Review page. Promoters are people that have given you a score above a preset threshold you control, normally 9s and 10s only. More than 98% of users who give you a 9 or 10 on BizRatings will give you a 5 on Google. 2% may give you a 4. This small portion of the population is generally the type that refuses to give perfect scores on any scale out of principal. Can someone give you a 9 or 10 on BizRatings then give you lower than a 4 on Google? Yes, technically this can happen, however almost never does. People are not that maniacal. If they want to beat you up on Google they don’t need to game our system to do it. They can directly go to Google and leave you a bad review at any time without any help from us. One thing to note is that we can’t push reviews from BizRatings to Google, Yelp, or any other review platforms… and no, we cannot pre-fill a 5 on Google reviews responses, Google does not allow that 😊

The response rate you see reported in BizRatings is a user response rate - how many unique users responded to a survey in the time period selected. If one user gets 9 surveys and responds to all of them, and a 2nd user gets 1 ticket and doesn’t respond to it, the user response rate would be 50% however the ticket response rate would be 90%. Best practices indicate the user response rate of 50% is a more accurate gauge of CSAT. This is compounded by our feature to suppress repeat surveys to the same contact in a certain time period, which can further skew ticket response rate based on what you have this set to, whereas user response rate is unaffected.

Most companies are more concerned about evaluating the percentage of unique responders instead of knowing if the same person is responding to multiple tickets. Ticket response rates will almost always go down based on repeat tickets to the same contact. This is why the most helpful response rate for our clients has always been user response rates.