Which factors are considered when calculating the Satisfaction Prediction Score?

The Satisfaction Prediction Score is influenced by various factors that help predict customer satisfaction levels based on their interactions and experiences. The correct combination of elements for calculating this score includes time, ticket text, and effort.

Time pertains to the duration an issue has been pending, the responsiveness of the support team, and how timely the resolution occurs, which is crucial since prompt responses are generally associated with higher customer satisfaction. Ticket text involves the content of communications between the customer and the support agent, as language, tone, and clarity can heavily influence a customer's perception of their experience. Lastly, effort refers to the action required from the customer to resolve their issue; a lower effort generally leads to higher satisfaction levels.

These factors collectively paint a picture of the customer’s journey, allowing for a more nuanced understanding of how satisfied they are likely to feel at the end of the interaction.