Client and Technician Ratings
A 1-to-5-star rating calculated automatically by the AI assistant
In addition to the KPI dashboard, Sattotal calculates a 1-to-5-star rating for each customer and, through the chat assistant, for each technician as well. Don't confuse this with the satisfaction rating the customer gives when picking up their device (see the Deliveries section): that measures a single delivery, while this one analyses the customer's or technician's full history and behaviour.
Customer rating
The AI assistant analyses your real history with this customer — notes, quotes, repairs — and reasons out a 1 to 5 star score. It isn't a fixed formula you could calculate by hand: it's reasoning over concrete data from your organisation.
Supplier rating
The AI assistant analyses your real RMA history with this supplier — how long they take to quote each return, their rejection rate, and the communication notes on record — and argues a 1-to-5-star score, with the same approach as customer ratings.
It updates itself
Every time you open a customer's record, their rating is recalculated in the background and the stars update automatically, with no page reload.
Technician rating
With the same approach, the assistant assesses a technician's real performance on the repairs they've handled and reasons out their 1 to 5 score, always from concrete data in your organisation.
Where to check them
A customer's rating shows directly on their record, next to their name. A technician's, for now, can only be obtained by asking the chat assistant — there isn't a dedicated technician record yet.
Preview — Supplier record
TechParts Distribución S.L.
PROV-014CIF: B87654321
Responds to RMAs in 2 days on average and rarely rejects returns.
The rating your customer leaves
Besides internal ratings, your customers rate the service received. To keep opinions honest, it is not asked at the counter: it is requested the day after delivery.
Through their channel
24 hours after delivery, the customer gets the link by email or, if they have none, by WhatsApp (recorded in the repair’s chat thread).
One page, one minute
The link opens a public page in their language: pick 1 to 5 stars, leave an optional comment and send. One rating per repair.
Feeds your metrics
The score feeds the dashboard’s average satisfaction and is one more signal for the customer’s evaluation: the assistant detects patterns (very demanding, everything seems fine…).
Ask the assistant
Ask the assistant things like «rate this customer» or «how do you rate technician James?» and it will reply with the score and a reasoned explanation, always based on real data from your organisation.