CSAT
ResponseCSAT (Customer Satisfaction Score) measures customer satisfaction with a product, service, or interaction, helping businesses improve customer experience.
Introduction
ResponseCSAT, short for Customer Satisfaction Score, is a key performance indicator (KPI) commonly used by businesses to measure customer satisfaction with a product, service, or specific interaction. It's a simple and effective way to gauge how happy customers are with what a company offers. Businesses use CSAT scores to track how well they are meeting customer expectations over time. It is often part of a broader set of customer experience metrics, which may include Net Promoter Score (NPS) and Customer Effort Score (CES).
Here's a breakdown of how CSAT works:
How CSAT is Measured:
CSAT is typically measured through a survey question. Customers are asked question like "How satisfied were you with your experience?" or "How would you rate your satisfaction with our chatbot?"
Rating Scale: The response is usually given on a numerical scale. This could be a 3-point scale (e.g., unsatisfied, neutral, satisfied), a 5-point scale (1 being very unsatisfied and 5 being very satisfied)
Timing of Survey: The survey is often sent out after a customer interaction, like order tracking flow, a purchase, or after a faq.
Importance of CSAT:
It provides direct feedback from customers about their experiences.
Helps companies identify areas of their service that need improvement.
High satisfaction levels are often linked to customer loyalty and retention.
CSAT scores can be used to set benchmarks and goals for teams and individuals within an organization.
Limitations:
Subjectivity: The scores can be subjective and influenced by the customer's mood or external factors unrelated to the interaction.
Not Comprehensive: It captures the customer's feelings at one point in time and might not reflect their overall experience with the company.
Response Bias: Not all customers respond to surveys, which can lead to skewed results if only certain types of customers choose to respond.
Configuring the Flow
These are the flow posts which CSAT rating can be collected
FAQ
Checkout
Product Search
Track Order
Return Refund
Cancel Order
CSAT_COLLECT_ONCE
TRUE, FALSE
Trigger CSAT only once in the conversation
TRUE
ENABLE_BOT_CSAT
TRUE, FALSE
Turn Bot CSAT on/off
TRUE
SHOULD_SENT_CSAT
TRUE, FALSE
Keep it false, if you want to disable sending csat when the bot ticket is resolved
FALSE
BOT_CSAT_TIMER
value in seconds
After how many seconds the csat should be triggered
600
ENABLE_BOT_CSAT_REMINDER
TRUE, FALSE
Mark it true, sending a reminder to the cases wher user hasn't responded helps increase the collection rate
TRUE
BOT_CSAT_REMINDER_TIMER
value in second
After how many seconds the reminder should be triggered
3600
CSAT_FLOW_TRIGGER_FAQ
TRUE, FALSE
Should
TRUE
CSAT_FLOW_TRIGGER_CHECKOUT
TRUE, FALSE
TRUE
CSAT_FLOW_TRIGGER_SHOW_PRODUCTS
TRUE, FALSE
TRUE
CSAT_FLOW_TRIGGER_TRACK_ORDER
TRUE, FALSE
TRUE
CSAT_FLOW_TRIGGER_CANCEL_ORDER
TRUE, FALSE
TRUE
CSAT_FLOW_TRIGGER_RETURN_REFUND
TRUE, FALSE
TRUE
Analytics
the CSAT data will be available on your Helpdesk Dashboard.
Navigate to Analytics -> CSAT -> Bot
Legend
Total Responses - Total number of people who gave a CSAT rating for a given time range and inbox
CSAT Rating - Average CSAT rating
Response Rate - Total Number of CSAT ratings / Total number of CSAT survey messages sent
Satisfaction Score - # 5-star + 4-star rating / total number of CSAT ratings
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