We use SmileBack attached to our ticketing system in order to track our client satisfaction. When a ticket is closed our clients are given the opportunity to rate the experience. The survey itself is pretty straight forward and I find people are more willing to answer a survey with only 3 options over a numerical rating system. We are able to quickly reach out to clients and address any concerns in the rare instances we receive a neutral or negative review so we can work on maintaining a strong positive connection to our clients. We are able to combine the ratings as well with our performance reviews and employee incentives.