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Customer Feedback and Ratings

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What is Customer Feedback and Ratings?

Customer feedback and ratings are essential tools for businesses to gauge the satisfaction levels of their customers. They provide insights into the quality of products, services, and overall customer experience.

Customer feedback and ratings in the context of professional service automation (PSA) refer to the evaluations and comments provided by clients or customers about the services they’ve received. They play a crucial role in enhancing service delivery, building trust, and making informed decisions for continuous improvement in the professional service industry.

Importance of Customer Feedback and Ratings

Feedback and ratings play a pivotal role in:

1. Building Trust: Positive feedback can be showcased to potential clients, building trust and credibility.

2. Strategic Decision Making: Feedback can guide businesses in making informed decisions, especially in areas like resource management and project management.

Importance of Customer Feedback and Ratings

How to Calculate Customer Feedback Score?

One common metric used to measure customer feedback is the Net Promoter Score (NPS).


NPS = (Percentage of Promoters−Percentage of Detractors) × 100


Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others.

Passives (score 7-8) are satisfied but unenthusiastic customers.

Detractors (score 0-6) are unhappy customers.


If out of 100 responses, 70 are promoters and 10 are detractors, the NPS would be:


Difference Between Customer Feedback and Other Metrics

Customer feedback and ratings differ from other metrics like Customer Satisfaction Score (CSAT) and Customer Effort Score (CES). While feedback and ratings provide a general overview of customer sentiment, CSAT measures specific transactional satisfaction, and CES gauges the ease of interaction with a business.

In the realm of PSA, understanding these differences is crucial. For instance, while feedback might highlight issues in ticket management, CES can pinpoint difficulties in using a timesheet.

Aspect Customer Feedback Other Metrics
Definition Information provided directly by customers about their experience, needs, or satisfaction with the service. Quantitative data collected from various sources to evaluate performance and efficiency.
Source Provided by clients or end-users through surveys, interviews, reviews, or direct communication. Derived from internal systems and processes, such as time tracking, project management, and financial data.
Purpose To gauge customer satisfaction, identify areas for improvement, and tailor services to meet client expectations. To assess operational efficiency, resource allocation, project progress, and financial performance.
  • Customer surveys
  • Online reviews and ratings
  • Direct customer emails or phone calls
  • Billable hours and utilization rates
  • Project completion times
  • Revenue and cost analyses

How Customer Feedback and Ratings are Used in PSA?

In PSA, feedback and ratings are used to:

1. Enhance Service Delivery: By understanding customer pain points, businesses can refine their service delivery, be it in deal management or finance management.

2. Resource Allocation: Feedback can guide businesses in allocating resources effectively, ensuring that areas needing improvement get the necessary attention.

Ready to Optimize Your Customer Feedback?

KEBS, a leading PSA software, offers integrated tools to collect, analyze, and act on customer feedback. With features like employee 360 and proposal builder, businesses can ensure that they are always aligned with their customers needs.

Moreover, KEBS offers a plethora of resources, from whitepapers to ebooks, to help businesses understand the nuances of PSA and customer feedback.

KEBS Ticket Management

Ready to optimize your customer feedback strategy? Dive deeper into the world of PSA and feedback management with KEBS. Contact us today or request a demo to see how we can transform your feedback management process.

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