Customer Satisfaction Survey

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CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product, or experience. Brands and marketers use CSAT scores to establish a customer’s level of satisfaction at specific interaction times, such as during a support ticket exchange, the moment of purchase, a phone conversation with customer service, or during the onboarding process.

If you don’t measure customer satisfaction, you won’t identify unhappy customers. And if you don’t know which customers are less-than-satisfied, you can’t identify the customers who are most likely to churn. You also can’t establish why they’re unhappy, meaning you can’t take action aimed at resolving their issues and improving their overall omnichannel customer experience.

This is why we introduced Customer Satisfaction Survey, which enables you to create surveys in any channel our Chatbot is offering and utilize this opportunity with Campaigns.

Create a Survey

To create a survey, go to Chatbot analytics, and click on the button Create CSAT Survey. You will be able to define:

• Survey name

• Range, which is 1-5 only

• Survey message

• Number of attempts

• Failure message

• Feedback message

• Survey message

The Survey message should be clear, with exact inputs on how users should rate the service, so you are able to correctly manage reporting. There is already a predefined message, which you can utilize

• Failure message

If the end-user is entering a different input than 1-5, you are able to trigger a Failure message. If they exceed the number of attempts defined under Survey, the FAILURE port will be executed.

• Feedback message

In case you would like to have an open-ended question, where your end-users can enter any textual input, you can also ask for a Feedback message, and this input will be stored in reports.
In case you don't define the Feedback message, we will not be asking for additional input from the end-user.

Overview

An Overview is showing collected data from all created surveys, like:

• Reporting
  • Total responses collected from the survey
    • Total Sent survey messages
  • Response rate, calculated as TOTAL SENT/ TOTAL RESPONSES
  • Total feedback responses collected
    • Total Sent feedback messages
• List of surveys
  • Survey Name
  • CSAT Score for a particular survey
  • Number of collected responses
  • Responses rate in %
  • Actions - to View Detailed Survey reporting

Survey detailed reporting

All created surveys have detailed reporting, with the following information:

• Average CSAT score, which is calculated by the following formula: (Satisfied customers (4 and 5) / Survey responses)
• Total responses collected from the survey
  • Total Sent survey messages
• Response rate, calculated as TOTAL SENT/ TOTAL RESPONSES
• Total feedback responses collected
• Total Sent feedback messages

• User Identifier, based on the channel that is used in the Chatbot
• Date and Time when survey response was collected
• Exact Numeric response from the survey
• Feedback response, as open-ended input from end-user

From Actions, you can

• See a Summary, for all survey responses collected
• Delete a Survey, where a Survey can be deleted only if there is no reporting data associated with it, or it has been used in the Flow

Export Customer Satisfaction Survey

You can Export each survey Report, under the Detailed view for each survey created.

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Delete

You can only Delete the survey if it is not used in any Deployed bot and it doesn't have any metric associated with it