Set up satisfaction

Disclaimer

All screenshots in the article were taken in the Dutch version of Nmbrs Accounting.

To gain continuous insight into your customers’ experiences, you can enable an automatic customer satisfaction survey in Nmbrs Accounting. This is done via a short questionnaire with smiley faces that is shown to the domain owner upon login.

After activating the satisfaction survey, you must also specify the monthly frequency of the satisfaction question and, if desired, create your own custom question.

How satisfaction survey works

• Pop-up upon login: the domain owner sees a pop-up with the satisfaction question when logging in.
• Accountant as owner: is the accountant set as the domain owner? In that case, the pop-up will only appear once the user switches to the user side.
• No owner: if no owner is linked to the domain, no satisfaction question will be displayed.

Rating and follow-up

The owner selects one of five smileys, ranging from Score 1 (Very Satisfied) to Score 5 (Very Dissatisfied).

If the score is 3 or higher, the customer is given the option to indicate that they would like the accountant to contact them regarding this.

Pop-up frequency

The display frequency automatically adjusts based on the customer’s previous feedback:

• Satisfied: The question appears once every 3 months.
• Dissatisfied: The question appears once a month.

Permissions and roles

• Portal administrator: Is the only user authorized to activate the satisfaction survey, set the frequency, and edit the question.
• Portal back office: does not have access to the satisfaction survey settings.

Access to Satisfaction

To access:

• in the accountant portal, click on the Settings icon in the top-right corner of your screen.
  
  
  
• In the now-opend general settings screen, scroll down to Satisfaction.

General settings: Satisfaction

On this screen, you’ll find all available general settings:

• Samples: set up an automatic random sample check on processed transactions.
• Document processing: manage the default requirements and processing rules for incoming documents.
• VAT return approval: set up the approval workflow for VAT returns before they are submitted for final filing.
• Security: Support and Customer Success staff at Nmbrs Accounting can add and remove portal users.
• Access settings for end users (customers): determine which permissions and features are available to customers at the domain level.
  
  

Set up satisfaction

To activate the customer satisfaction functionality:

• select the Have customers regularly indicate their satisfaction check box.
  
  
  
• set the monthly frequency of the satisfaction question
• formulate your own default question in Dutch, English or French if you wish.
• then click on the Save button to save these settings.

According to the settings in the screenshot above, once a quarter the notification below will now appear in the customers' domain: