Monitor and track agent performance over time

Identify training opportunities and coach with context by gaining a 360° view of agent performance.

Customer service agent view

Only 20% of agents are extremely satisfied with the quality of their training.

Zendesk CX trends 2022 report

Get a quick overview of agent metrics

Examine a summarized overview of agent performance and compare changes over time. Bring together qualitative metrics and KPIs:

  • Ticket solving rate
  • Volume 
  • Average handle time
  • Quality metrics like NPS and many more
  • Cost of contact
  • Latest feedback

Know precisely where your agents excel at

Unravel the strengths and weaknesses of each agent from different perspectives:

  • Channels
  • Contact reasons
  • Score reason
  • …And many more!

Learn more about understanding your service performance by looking at your data from different perspectives.

Save up to 80% of preparation time on your 1-1s

Preparing for a 1-1 can feel like a chore. Summarizing reports from various dashboards takes valuable time, that could be spent on e.g. coaching.

Get all the performance and quality data neatly collected into a single view and save up to 30 minutes of data collection per agent per week! Go beyond the surface and get:

  • Training needs and what weaknesses to strengthen
  • Reasons for trending increase or decrease of KPIs
  • Comparisons to company’s average metrics


The average reduction of your 1-1 preparation time

30 min

Saved time per agent per week

10 h

Saved time in a week in an average-sized CS team


Weekly hours freed up for e.g. coaching in an average-sized CS team

Did you know?
These numbers are based on actual Surveypal customer data!

Latest open feedback

Back up your metrics with customer feedback

Add small data to the big picture and get a deeper understanding of the performance numbers. Sort feedback based on

  • negative
  • neutral, and
  • positive

scores to understand what drives customer satisfaction. Break down silos and relay information to other parts of the organization.

Want to see even more? Jump directly to the ticket from any single feedback and know everything behind it. 

Agent comparison

It’s not a competition but an enormous opportunity to identify single-agent pain points with the team comparison data and to utilize your team’s best working methods across all other team members.

Learn what makes your best performers top-class. Leverage learnings and narrow down the gap between your best and bottom performers. 

Easily find the most crucial coaching needs to ensure steady progress in your customer service team. 

Agent specific insights

Stay on the pulse of individual agent performance. Get insights on an agent-specific level to catch any deviations in performance or quality.
Some of the agent-level insights:

  • Utilization rate changes
  • Changes in handling volumes
  • Consecutive good or bad feedback scores
  • Agent Retention warning
  • Bring up training needs for individual agents

Stop wasting time on endless data analysis and focus on helping your agents to improve their KPIs and overall service metrics!

Customer testimonials

5.0 / 5.0

“Working with Surveypal and the team has been amazing. They have a great product that works well and gets you the insight you need from your customers.”

5.0 / 5.0

“Surveypal has allowed us to elevate our customer experiences by analyzing and taking support to the next level.”

5.0 / 5.0

“Surveypal helps us to see how we’re doing with customers on a day-to-day basis.”

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See instant results with your Zendesk data

Discover trends, patterns, and issues in your existing customer service data. Start your unlimited trial!

Want to learn more before getting started?

Need more personal guidance or want to learn more before starting your free trial? Book a demo, and we’ll be in touch!