Post-Conversation Satisfaction Survey and Reporting
The survey opens immediately after the conversation ends; questions are room-specific. Results are reported in the panel as average score, number of conversations, trend chart, and agent performance.
How was your call?
Rate your satisfaction
Every conversation is a data point — but only if you measure it. Bitenta automatically shows visitors a satisfaction survey as soon as the conversation ends: a 1–5 star rating and questions you define for the room. The collected scores and responses feed into the reporting screen in the agent panel. Here, you can see the total number of conversations, average conversation duration, missed and completed conversations, average satisfaction score, and daily conversation trend; you can also filter the data by month, day, or agent, and compare each agent's number of conversations and average score in a single table. Manage by measurement, not by guesswork.
From survey to report
Define the Survey
Add your custom text questions to the 1–5 star rating in the room settings.
Conversation Ends
Once the conversation is complete, the survey automatically opens for the visitor.
Review the Report
View the average score, number of conversations, trend, and agent performance from the panel.
All calls in one panel, measurable
Total calls, average duration, missed and completed calls, average satisfaction score and daily trend — all in the panel. Filter the data by month, day or agent; compare agents’ call counts and average scores in a single table.
- AKAyşe K.412 calls4.9
- MDMert D.388 calls4.6
- SBSelin B.301 calls4.7
What you can do with surveys & reporting
1–5 Star Satisfaction
Standard satisfaction score; feeds the average score metric.
Customizable Questions
Define your own text questions for each room.
Automatic Trigger
The survey opens immediately after the conversation ends; no extra link/email required.
Daily Trend Chart
Track the conversation volume of the last 30 days with a graph.
Agent Performance
Number of conversations, total duration, and average score per agent.
Duration & Completion
Average conversation duration, number of missed and completed conversations.
Filters
Narrow down the report by month, day, or agent.
KVKK & TR Server
Responses are processed on Turkey servers, compliant with KVKK.
Frequently asked questions
When is the survey shown?
It is automatically shown to the visitor as soon as the conversation ends. The customer gives a 1–5 star rating and answers the questions you defined; there is no need to wait for a separate email or link.
Can I customize the survey questions?
Yes. You define your own questions for each room (from the survey section in room settings). In addition to the 1–5 star satisfaction rating, you can add as many text questions as you like.
What metrics do I see in the reporting?
Total number of conversations, average conversation duration, number of missed (unconnected) and completed conversations, average satisfaction score, and daily conversation chart. Data is filtered by month, day, or agent.
Can I see performance on an agent basis?
Yes. For each agent, the number of conversations, total duration, and average score are listed separately; you can compare team performance at a glance.
Where are the survey responses stored?
Responses (score + question answers) are securely stored by associating them with the relevant conversation and room; they are processed on Turkey servers, compliant with KVKK.
Is it mandatory to give a score?
No. The satisfaction score is optional within the 1–5 range; the customer can answer the questions and leave the score blank. However, the collected scores feed into the average satisfaction metric.