Use satisfaction surveys

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 Rating
• Satisfaction Average Score

Viewing on the Customer or Conversation timeline

When 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.