Customer Satisfaction

Record how satisfied your customers are — survey results, NPS campaigns, support-ticket ratings — and watch the trend over time, so the quality of your service is measured rather than assumed.

ISO 9001 (the international quality-management standard) asks an organisation to monitor how well it meets customer expectations — clause 9.1.2, customer satisfaction. This page is that register: each entry is one satisfaction measure (a single measurement of customer satisfaction over a defined period, such as one quarterly survey), and Aegis normalises every entry to a common 0–100 scale so different metrics can share one trend line. The trend and its summary figures are the input your management reviews draw on.

Who uses it

Viewer can open the page, read the trend and every recorded measure. No buttons to change anything appear.
Contributor can also record new measures and edit existing ones — but not delete them.
Manager and Admin have the full set, including Delete on each card.

The page belongs to the Compliance module; if that module is not provisioned the menu entry is hidden.

What's on this screen

The page is headed Customer Satisfaction with a one-line reminder of what it feeds. Everything else falls into three bands: the overview (chart plus two figures), a filter row, and the measures themselves as a grid of cards. There is no table here — each measurement is a card that carries everything about it.

Open Governance in the left menu and choose Customer Satisfaction. If you can record measures, Record measure sits in the top-right corner.
The Satisfaction trend chart plots every measure on the shared 0–100 scale in period order, whatever metric each one used. One glance shows direction; hover a point for the underlying entry.
Beside the chart, two cards give the headline figures: Latest score and Average score, both as a mark out of 100.
Search measures... narrows the grid by label as you type.
All sources restricts the grid to one source — Survey, NPS campaign, Support tickets, Review, Interview or Manual entry.
All metrics restricts it to one score type. Each card below shows the normalised score large, the raw score small, the source, the measurement period and any note; Edit and Delete appear according to your role. The grid pages at twenty cards.

The Customer Satisfaction register: trend, headline figures, filters and measure cards — /satisfaction-measures.

Record a measure

One entry is one measurement over one period — a quarterly survey result, a month of ticket ratings, one NPS campaign. Enter results at whatever rhythm you gather them; the chart does the joining up.

Select Record measure. The Record satisfaction measure dialog opens.
Give the measure a Label you will recognise later — the placeholder suggests "e.g. Q2 2026 customer survey" — and pick the Source it came from.
Choose the Metric and enter the Score. The score field states the allowed range for the metric you picked, and a value outside it is rejected with a clear message.
Set Period start and Period end — the stretch of time the measurement covers, not the day you typed it in. The end date must not precede the start.
Add an optional Note for context (sample size, campaign, caveats), then select Record measure. The dialog closes and the new card, chart point and headline figures all refresh together.

Recording a satisfaction measure: label, source, metric, score and period — /satisfaction-measures.

The metrics and how they normalise

Metric	Raw range	Reads as
`CSAT (1–5)`	1 to 5	Classic satisfaction rating; 5 is best.
`NPS (−100–100)`	−100 to 100	Net Promoter Score from a would-you-recommend campaign.
`Percentage (0–100)`	0 to 100	Any share expressed as a percentage, such as positive ticket ratings.
`CES (1–7, lower is better)`	1 to 7	Customer Effort Score — Aegis inverts it, so low effort scores high.
`Scale (1–10)`	1 to 10	A general ten-point rating.

Every raw score is converted onto the same 0–100 scale before it reaches the chart and the headline cards. That is what lets a CSAT of 4.1 and an NPS of 27 sit on one line — and why each card shows both the normalised figure and the raw one underneath.

Edit or delete a measure

Select Edit on a card. The same dialog opens headed Edit satisfaction measure, pre-filled; change what you need and select Save.
Select Delete (Manager and Admin only). A confirmation names the measure and warns the action cannot be undone; confirm to remove it. The chart and averages recalculate at once.

Tips and limits

Entry is manual. Aegis does not run surveys or pull scores from a survey tool — someone records each result. A steady rhythm (per quarter, per campaign) makes the trend honest.
Pick the metric that matches how the number was gathered rather than converting it yourself — the normalisation is consistent only when the raw score and its type agree.
The management-review screen shows this KPI with a copy control, so the current figure can be quoted directly as review input. Deleting old measures changes history — prefer a correcting edit with a note.

Where this connects

Governance Bodies — the boards and committees whose reviews consume this KPI.
Analytics — the wider posture metrics this sits alongside.
Reports — packaging figures like this one for a wider audience.