Support evaluations

View evaluations recorded by customers in in-person support cases.

The Service Evaluations Dashboard presents charts that allow analyzing the scores assigned by customers and the success rate of evaluations, from daily, monthly and annual perspectives.

To access, go to Service / In-Person Service / Service Evaluations, as shown in Figure 1 below:

^{Figure 1: Path to the Service Evaluations Dashboard.}

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Chart Actions

Each chart on the page has four action icons in the upper right corner, as shown in Figure 2 below:

^{Figure 2: Action icons available on each chart.}

• Hide / Show — hides or displays the chart on the screen.

• Maximize — expands the chart to occupy the entire screen, making detailed analysis easier.

• Filters — opens filtering options specific to that chart, such as period, unit or region.

• Download — allows exporting the chart in SVG, PNG formats or the data in CSV.

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Available Charts

Evaluations by Day

Bar chart that displays the quantity and percentage of evaluations recorded by score in the selected period. The available scores are: Terrible, Bad, Fair, Good and Excellent.

^{Figure 2: Evaluations by Day.}

Available filters:

• Date (DD/MM/YYYY)

• Region

• Service unit

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Daily Evaluation Success Rate

Bar chart that displays, per day, the percentage of Positively Evaluated Services in relation to the total of Evaluated Services. It allows identifying days with drops or increases in customer satisfaction.

^{Figure 3: Daily Evaluation Success Rate.}

Available filters:

• Date (DD/MM/YYYY)

• Region

• Service unit

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Evaluations by Month

Bar chart that displays the quantity and percentage of evaluations by score (Terrible, Bad, Fair, Good and Excellent) consolidated in the selected month.

^{Figure 4: Evaluations by Month.}

Available filters:

• Date (MM/YYYY)

• Region

• Service unit

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Monthly Evaluation Success Rate

Bar chart that displays, by week or date within the month, the percentage of Positively Evaluated Services in relation to the total of Evaluated Services.

^{Figure 5: Monthly Evaluation Success Rate.}

Available filters:

• Date (MM/YYYY)

• Region

• Service unit

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Evaluations by Year

Bar chart that displays the quantity and percentage of evaluations by score (Terrible, Bad, Fair, Good and Excellent) consolidated in the selected year. It allows comparing the satisfaction profile throughout the year.

^{Figure 6: Evaluations by Year.}

Available filters:

• Year (YYYY)

• Region

• Service unit

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Annual Evaluation Success Rate

Stacked bar chart that displays, by month of the year, the percentage of Evaluated Services and Completed Services. It allows identifying months in which the proportion of evaluations relative to completed services was higher or lower.

^{Figure 7: Annual Evaluation Success Rate.}

Available filters:

• Year (YYYY)

• Region

• Service unit

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Completed Services by Evaluated Services

Stacked bar chart that displays, per day, the percentage of services that received an evaluation in relation to the total of completed services. It allows monitoring customers' adherence to the evaluation process over the period.

^{Figure 8: Completed Services by Evaluated Services.}

Available filters:

• Date (DD/MM/YYYY)

• Service unit

• Service category

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Completed Services by Category

Stacked bar chart that displays, by service category, the percentage of Evaluated Services in relation to the total of Completed Services. It allows identifying which categories have higher or lower evaluation rates by customers.

^{Figure 9: Completed Services by Category.}

Available filters:

• Date (DD/MM/YYYY)

• Service category