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How to Activate Customer Survey

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1. Access the Customer Survey Configuration

  1. Log In: Log into your AiChat platform account.
  2. Navigate: From the AiChat dashboard, click Customer Survey on the main navigation panel.
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2. Understand Survey Types

On the Customer Survey page, you will find two types of Feedback Surveys:
  • Customer Satisfaction (CSAT): A 5-star rating system, often including an optional open-text feedback box for qualitative feedback.
  • Net Promoter Score (NPS): Asks the customer how likely they are to recommend your business, using a thumbs-up/thumbs-down rating.
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3. Activate the Surveys

By default, both surveys are inactive and cannot be customized.
  1. Enable: Click the Enable button/switch for both the Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys.
  2. Note: Activating the surveys will make the customization options available.
images/Screenshot2025-03-21174038.png 4. Personalize Survey Messages Once activated, the default survey messages will appear, allowing you to tailor them to your brand voice.
  1. Modify Text: Edit the survey questions and accompanying text.
    • Tip: Use clear, friendly, and concise language. Examples:
      • “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.”
  2. Review: Ensure all questions and messages are clear and appropriate before proceeding.
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Here are some tips for a good survey messages:
  1. How would you rate your experience? It takes just a minute.
  2. Did our support team meet your needs? Let us know with a quick rating.
  3. Would you recommend us to a friend? Take a second to rate your experience.

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5. Finalize and Save

Save Changes: After modifying the survey messages, 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.