Activating Customer Survey
Customer satisfaction (CSAT) and Net Promoter Score (NPS) are essential tools for measuring customer experience and loyalty. Activating these surveys allows businesses to gather customer feedback, identify areas for improvement, and drive growth. This article will guide you through the process of activating CSAT and NPS surveys.
How to Activate Customer Survey
Log into Aichat platform. Once you are in the Aichat dashboard, click “Customer Survey” on the navigation panel.
At the Customer Survey page you will find the Feedback Survey which consist of Customer Satifaction and Net Promoter Survey.
- Customer Satisfaction (CSAT) Survey – A 5-star rating system with an optional open-text feedback box.
- Net Promoter Score (NPS) Survey – A question asking how likely the customer is to recommend the business, using an thumbs-up, thumbs-down rating.
As default, both survey are in incactive states and you are not able to customize the survey. You need to activate it first by clicking the enable button for both survey.
After you activate the survey, the survey message will appear and now you can modify the messages.
Here are some tips for a good survey messages:
- How would you rate your experience? It takes just a minute.
- Did our support team meet your needs? Let us know with a quick rating.
- Would you recommend us to a friend? Take a second to rate your experience.
Upon completing the customer survey setup, make sure that all the questions are proper. Once you are done, click the “Save Changes” button.
CSAT & NPS surveys trigger automatically at the end of a conversation or when detected as complete, helping you measure satisfaction and loyalty effortlessly. If they have been triggered once, the system will not trigger them again within the next hour.