---
title: "Measuring customer satisfaction"
description: "Collect feedback from customers and track satisfaction over time, including from service happiness steps."
lastModified: "2026-06-13"
lang: "en"
wordCount: 383
url: https://qualyhq.com/training/reports/measuring-customer-satisfaction
---
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# Measuring customer satisfaction

> Find out whether your customers are happy—automatically.

## At a glance

- **Intended for:** Everyone
- **Available in:** All plans
- **Reading time:** 2 minutes
- **Last updated:** 31st May 2026

## Quick summary

Qualy collects customer feedback (satisfaction) and shows it on the Feedback area and on each customer's Feedback tab. Service steps can include a happiness check that asks the customer for their satisfaction, feeding your overall view.

## Overview

Happy customers stay and refer. Qualy helps you **measure satisfaction**—collecting feedback and showing it both per customer and overall.

## Collecting feedback

Ask customers for their **satisfaction**. The most automatic way is a **happiness step** in a **service**: at that point in the journey, the customer is asked how satisfied they are.

The service readiness checklist nudges you to include one: it passes once at least one step is asking the customer's satisfaction, and otherwise reminds you to turn on happiness if you want to know whether your customers are happy.

## Seeing the results

- The **Feedback** area gives you the overall picture
- Each customer's **Feedback** tab shows their individual responses, in context

Put a happiness step right after a key milestone—like completing enrolment—so you capture sentiment when it matters most, and follow up quickly on anything negative.

## Frequently asked questions

### How does Qualy measure satisfaction?

Through customer feedback. You can ask customers for their satisfaction—including via a happiness step in a service—and review the responses.

### Where do I see feedback?

In the Feedback area for the overall picture, and on each customer's Feedback tab for their individual responses.

### What is a happiness step?

A step you add to a service that asks the customer for their satisfaction at that point in the journey. The service readiness checklist reminds you to include one.

### Why measure satisfaction?

It tells you whether customers are happy so you can act on issues early and keep good relationships—valuable for retention and referrals.

### Is feedback tied to a customer?

Yes. Each piece of feedback is linked to the customer, so you can see context and follow up.

### Can I see trends over time?

Yes—the Feedback area gives you the broader view beyond individual responses.

## Prefer doing this via the Qualy API?

Head over to our developer docs for everything you need—endpoints, examples, and simple how-tos.

[View API Docs](https://docs.qualyhq.com/docs)

## More on Qualy

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