New features

BrightGauge currently can't calculate the CSAT response rate in the same way as shown inside the SmileBack app (surveys rated/surveys seen). If the right data is added to the SmileBack datasource then this would be possible.

Why can't SmileBack's CSAT work with both PSA and Screenconnect at the same time/account? Many of us ConnectWise partners have all 3 tools and it only makes sense that the more places we give clients a CSAT prompt the better our chances to get a response. If we don't use the Screenconnect integration we lose out on grabbing those surveys at the end of a remote session which I think is highly important in getting more responses. But on the other hand if we don't use the PSA integration we lose out on surveys at the closing of all those tickets that don't have an associated remote session. We also lose out on project surveys, and several other powerful PSA integrated features. It's an impossible choice and we should have access to both in one account. Even if you have to roll out a higher tier plan to accommodate that, thats fine.

Add the option for SmileBack users to re-send project survey emails to contacts who haven't responded, similar to the existing option for NPS surveys.

Give admins the option to change NPS scores in case a customer mis-clicked and have that change recorded so other users can see. This is already possible in CSAT.

Rather than "how do you rate" being the default prefix for surveys, it would be great to customise both the question and the prefix and the suffix of the survey questions. eg - "Did we achieve" - "the expected outcome"

The Project Survey deployment email notification lists the survey name, project name, and project status, but not the company name. We regularly use project templates, resulting in projects with the same name being delivered to different companies. Please include the company name in the email.

Add SmileBack Project Surveys as a data source to BrightGauge and provide example gauges and dashboards.

The new project template feature is nice, but we still can't use it in practice because it doesn't give us enough control. We use projects to manage multiple workflows such as customer onboarding, customer divestiture, training, and more. Each has a very unique set of questions that would apply in a survey. If we could create project survey templates based on the project type field, that would give us enough control to use this new feature.

Have the option to export data in csv.

Not only do we want to get feedback from our clients but we want it from our employees. No point having the happiest clients in the world when your staff are unhappy and risk of loosing good staff. ESAT is now a quarterly metric we need to report on and we'd rather not buy yet another platform.