Use satisfaction surveys

Measure customer happiness with your support team using satisfaction surveys.
  • When are satisfaction (CSAT) surveys sent

    Satisfaction surveys allow you to measure your customers happiness with your support team after a conversation is marked done across every channel.In this articleSend surveysResend a surveySend surveysHow and when a satisfaction survey is sent is based on the individual channel where the conversation took place.If you have multiple surveys configured for the same channel, they will be sent based on on the audience defined for each one. As a general rule of thumb, if a user meets the audience criteria for two surveys, the one with the most specific criteria is the one that is sent. For example, let's say you have two email surveys: survey A has a target audience of all VIP customers and survey B's audience is VIP customers who are also at risk of cancellation.EmailEmail satisfaction surveys are sent after a conversation has been marked done. By default, the survey is sent from the last outbound email address and channel used.  You can set a delay for how long after a conversation is marked done the survey will be sent out. You can also customize the email template you want to use (unbranded by default).ChatChat Satisfaction Surveys require you to have the Allow Chats to be Ended option enabled in Chat Settings. The survey will send when either the user or customer has ended the chat conversation. If a user hasn't joined the conversation when the customer has ended it, they will not be surveyed.VoiceFor inbound voice conversations, you can configure the survey to send either an email or SMS after it has been marked done.SMS, Twitter DMs, and WhatsAppFor SMS, Twitter DMs, and WhatsApp, a shortlink that links to the Knowledge Base is sent to the customer when the conversation is marked done. Omnichannel ConversationsUses the Last Message channel to determine the survey to be sent. There is no fallback so if the last channel is SMS, and it is not enabled, a survey won't send.Knowledge BaseThis page is dynamically generated when the customer selects a rating from chat or email, or when the short link is clicked in other channels. The page, and its associated code are already in your Knowledge Base theme, and will display within your branding if you've created a custom theme.Note: Do not edit the survey.css file. Edits may cause the feature to no longer work.Resend a surveyThere may be times when a conversation with a customer continues after the initial satisfaction survey goes out. In these situations, you may want to resend the survey to so that you can record any new feedback the customer may have. When you resend a survey, the previous score is reset.Notes:You cannot resend a survey to a chat conversation.This option is only available to users if you grant them access to it through the Conversation permission set. For more information, see Define user access.To resend a survey:Open the conversation.Select Conversation Optionsand then select Resend Survey.
  • Measure customer happiness with satisfaction surveys

    Kustomer satisfaction surveys allow you to measure your customer's happiness with your support team after a conversation is marked done across every channel. You can customize each channel survey to provide a better customer experience depending on where you are surveying them. Satisfaction surveys can be translated into any language Kustomer supports using snippets. Our default form content is automatically translated for you.Who can access this feature?User typesAdmins can create new surveys.In this articleDefault satisfaction surveysCreate a new surveyConfigure the style of your surveyTranslate the Submit button for a Knowledge Base surveyCreate additional follow-up questionsSpecify your survey audienceSurvey sending optionsImportant configuration steps for SMS and Voice surveysDefault satisfaction surveysKustomer comes with default satisfaction surveys that are preconfigured and ready to use. The default surveys available on this page depend on the channels installed in your organization and cannot be deleted.To turn on a default survey:Go to Settings> Administration > Satisfaction.Turn on the toggle for the specific channel survey you want to enable. You can customize the default settings by selecting the edit icon for the survey.By default, all satisfaction surveys, except chat, are sent after their respective conversation is marked done. If a conversation is reopened, any surveys pending are canceled until the conversation is marked done again. You can change who receives a survey by modifying your target audience.If you have more than one survey configured for the same type of channel, surveys will be sent based on the target audience defined for it. For more information, see Specify your survey audience.Create a new surveyYou can create up to 10 additional satisfaction surveys for each one of your available channels.Go to Settings> Administration > Satisfaction.Select Add Survey.Select the channel you are creating the survey for from the drop-down menu.Enter a name and, optionally, a description for the survey.Select Create.Configure the style of your surveyYou can customize the survey title, questions, and rating style used in each survey.The Content section is where you can configure the messages and questions your customers will be asked in the survey. You can choose to leave the default examples or write your own. The following survey text can be customized:Introduction Message is the text that appears above the survey form.Satisfaction Rating Title is the text displayed above rating styles.Note: Snippets can be inserted into each field to provide translated text.The Rating Design section is where you can choose the rating design used in each survey and the rating label. You can select from one of the pre-written options or select Create your own labels and enter your own.Translate the Submit button for a knowledge base surveyExisting organizations that want the Submit button on a knowledge base survey to be translated into their supported languages must update an existing theme file.To translate the button:Go to Settings> Knowledge Base > Themes.Open your existing theme, go to More Options, and select Go To Code Editor.Select Create New Draft.Open the survey.jsx file.Find the SatisfactionForm component (shown below) and add the following code under successMessage.submitButtonText={  <Snippet id="sn.kustomer.articlesurvey.submit_label" /> }Select Save and Publish.Create additional follow-up questionsIf you created your own survey, you can send up to 3 additional follow-up questions to customers. The following options are available:No, do not send any follow-up questionsYes, send the same question for all submitted customer ratingsYes, send a different set of questions based on the customer's satisfaction ratingNotes:Additional follow-up questions are only available for Enterprise and Ultimate plans.Ratings are recorded once the customer clicks a rating, regardless of whether they answered any additional follow-up questions.Some third-party integrations do not support follow-up questions.To create additional questions, select one of the options, select Add Question, and then choose from one of the available types.Question typeDescriptionExampleFree textCustomers can provide written feedback to your question. The response limit is 1024 characters.Check all that applyCustomers can select multiple responses from a list you have configured. You can create up to 4 responses to choose from.Multiple choiceCustomers can select one response from a multiple-choice list configured by you. You can create up to 4 responses to choose from.If you choose to send a different set of questions based on the customer's satisfaction rating, you can create up to 3 additional questions for each separate rating. Users will receive the questions set for negative ratings if they submit a neutral rating.You can determine whether any follow-up questions are required to fill out by selecting the Required check box when creating them. If selected, users won't be able to submit the survey unless they answer the question.Notes: Ratings are recorded even if the required questions aren't answered.You cannot change the type of follow-up questions you selected once you save your changes. To use a different question type, please delete the original one first.Specify your survey audienceBy default, surveys are sent out for all conversations marked Done (except for chat surveys). You can use the Audience section to customize your target audience and specify which customers or conversations can receive a satisfaction survey. To do so, select Advance Filtering and then select any attributes from the Conversation, Customer, or Message objects in the fields provided. For more information on how to build these criteria, see Understand filter operators.Note: Survey filters that use Message attributes will always apply to the last message in the conversation (outbound or inbound).If you create multiple surveys for the same channel, your audience rules will determine which survey is sent to the customer. As a general rule of thumb, if a user meets the audience criteria for two surveys, the survey with the most specific criteria is the one that is sent. For example, let's say you have two email surveys: Survey A has a target audience of all VIP customersSurvey B's audience is VIP customers who are also at risk of cancellationThe customer will receive Survey B since they meet both criteria.You can view the audience for each survey by hovering over Custom Audience in the list.Survey send optionsYou can configure when your survey is sent, which email template is used, and what channel the survey is sent to. Available options will vary by channel and are not available if you are configuring a chat survey.The following options are available:Delay is the number of minutes, hours, or days that pass before the survey is sent to the customer after a conversation is marked done.Send Via is the channel the survey will be sent to. This setting only needs to be configured for Phone surveys.HTML Template is the email template used with the survey. For more information, see Customize email templates.Important configuration steps for SMS and Voice surveysIf you're setting up surveys for either SMS or Voice surveys, there are additional configurations you need to set up.SMS surveysAfter turning on an SMS survey, take the following additional steps:Turn on the From toggle in the Sending Overrides section.Select the phone number that will be used to send the survey in the From drop-down menu.Phone (voice) surveysAfter turning on a Phone (Voice) survey, take the following additional steps:Select the follow-up channel the survey will be sent to from the Send Via drop-down menu. The options shown here depend on your available channels.In the From drop-down menu, select where the survey will be sent from. In this example, we select a phone number to send the survey via SMS. The options shown here will depend on what you selected in step 1.
  • View satisfaction survey responses

    You can create searches within Kustomer to segment your satisfaction survey responses. You can create a number of different searches on the Conversation object.On the Conversation object you'll have access to satisfaction rating, score, and status:Rating is the numerical or emoji rating selected by the customer in the satisfaction survey. This is a scale from 1-5.Score is the mathematical calculation based on the rating. This is either 0 or 1, with 0 being bad, and 1 being good.Status is the current status of the survey for the conversation. Canceled: The conversation reopened before a survey was sent, or no longer matched the audience criteria.Scheduled: The conversation is scheduled to send a survey based on the channel settings.Offered: The conversation sent a survey, but the customer has yet to select a rating.Rated: The customer selected a rating.Commented: The customer selected a rating, and provided a comment (if turned on).Unresponded: A survey was sent, but the customer never provided a rating response.On the Customer object, you have access to search on:Satisfaction Average RatingSatisfaction Average ScoreViewing on the Customer or Conversation timelineWhen a customer completes a satisfaction survey, their results will be immediately sent to the conversation within Kustomer. When a customer selects an emoji, we'll immediately store that selection even if they don't complete the full survey or load the Knowledge Base survey page. While you may have a specific survey that is only two options (thumbs up/thumbs down) the conversation will show the adjusted rating scale as described above. The emoji will also always be a face. The red, yellow, and green scale of the face emoji is tied to the adjusted scale as well.Within a conversation the user will see the satisfaction survey response displayed along with other messages. The satisfaction response does not count as a message or against any of your metrics.
  • How satisfaction is calculated

    Satisfaction surveys can be customized per channel, which allows you to provide a different CSAT experience in chat than you would via email. Since each survey can exist independently of one another, you can mix and match survey styles to collect information in whichever way is best suited for each channel. One of your surveys may be on a 2-point scale (thumbs up / thumbs down) or have numbers instead of emoji faces.In order to account for the variations in each survey, Kustomer adjusts the scales in which scores and ratings are calculated. Since every satisfaction tool calculates the overall score you receive per survey differently, this article will examine how calculation works in Kustomer.ScoreKustomer's satisfaction score is based on a model that's similar to Net Promoter Score (NPS). The calculated score is a binary value of either 1 (Pass/Positive) or 0 (Fail/Negative). Having a score that works regardless of your survey setup helps provide consistent and accurate reporting. Each conversation that receives a satisfaction response from a customer will be given a score based on chart below.RatingsSatisfaction surveys offer 6 possible rating options, ranging from numbers to emojis. Each set also ranges from 2 to 5 options. Since each survey can have a different rating scales, they are adjusted to be uniform. This helps keep reporting and agent performance equal across different surveys. Every rating scale is adjusted to 5 points as seen in the chart below.
  • Satisfaction Survey settings

    You can configure global settings that are applied to all of your satisfaction surveys. To access them, go to Settings, select Administration > Satisfaction, and then select the General tab. Who can access this feature?User typesAdmins can access the Satisfaction page.The following options are available:Lock out period sets how long a customer has to respond to the survey and edit their submission. The default value is 24 hours. The minimum lock out period is 10 minutes. Note: We recommend setting your lock out period to at least 24 hours to increase your response rate.Cool down period sets how long the system waits to send a customer a new survey. The default is 24 hours. Only one conversation within this time period will trigger a survey.Note: The cool down period does not apply to chat. Messages Override allows surveys to send without requiring an inbound or outbound message sent by an actual user.Ignore Inbound Message Requirements will send a survey even if an inbound message from a human user wasn't received.Ignore Outbound Message Requirements will send a survey even if an outbound message from a human user wasn't sent.
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