Overview

Customer Satisfaction Surveys (CSAT) can be a great medium to gather customer experience feedback around a recent interaction or service that you or your organization delivered to your customer. CSAT surveys are widely used in the industry to gather feedback for a recent transaction. This feedback loop helps you identify bottlenecks or friction and improve the service you are delivering to your customers.

CSAT Surveys are great for gathering feedback for

1. A recent training that was conducted
2. A recent Business Review meeting
3. A recently completed Onboarding

Key Features

• Create a CSAT Survey
• Identify the right segment and scenarios to send the survey
• View the survey results

This article includes the following topics

• What is CSAT, and how is it calculated
• Creating a CSAT survey campaign
• Viewing the CSAT responses
  • Viewing CSAT responses in the campaign
  • Viewing the CSAT score in the user segment
  • Viewing the CSAT score in the Account profile
• Viewing the overall CSAT in Scorecard
• Querying CSAT Reasons
• CSAT Thresholds and Color
• Limitations

What is CSAT, and how is it calculated

A CSAT survey asks users to rate their experience from 1-5 for a recent transaction or service.

1. Users who responded with a score of 4 or 5 are satisfied

2. 

3. Users who respond with scores of 1, 2, or 3 is indicative of dissatisfaction

   1. 

Overall CSAT score = Percentage of (Ratings with 4 or 5 stars / All Ratings)

Average CSAT = Simple average of score across all ratings

Creating a CSAT survey campaign

To create a CSAT campaign, follow these steps

1. Create a new Campaign
2. Choose Campaign Type "Customer Satisfaction Survey"
3. Choose the segment you want to trigger the CSAT campaigns for
   1. Triggering campaigns post Onboarding
      1. Use a combination of Lifecycle status fields and user account roles to send the Campaign.
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   2. Triggering campaigns post activities such as Training or QBR
      • To trigger Campaigns post transactions such as Training or QBR, you could use the user segment with touchpoint filters such as Touchpoint Reason "Training" | "QBR" or a unique Successflow to identify the QBR or Training. Doing that would only send the CSAT to the participants of the touchpoint. Note - As a business process, you must ensure that every CSM logs a touchpoint post the QBR or Training capturing the participants who attended the training or QBR.
      • The below criteria can trigger a CSAT campaign for users who attended the training provided the CSM logged a touchpoint with all the participants in the touchpoint. The system automatically includes users present as external participants in the touchpoint, and no additional query term is needed to pull those users.

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4. Choose an existing CSAT attribute or create a new attribute to store the CSAT responses. The creation of the CSAT attribute additionally creates the following supporting attributes.
   • CSAT Response Date - Date, the user responded
   • CSAT Comment - Feedback comment provided by the user
   • Low CSAT Reason - Configurable Multi-select list of reasons for dissatisfaction
   • High CSAT Reason - Configurable Multi-select list of reasons for satisfaction
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   • The system ships with some default values for the Low and High CSAT reasons. However, you can edit the list and the options that go with it. To edit the values, please go to Global Settings > Data Modeler > User Information and look for the attribute and edit the options by disabling existing ones and adding new ones. To learn more about editing Multi-select list attributes, read this article.
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5. The Goal Achieved condition for this campaign is automatically set when a user responds to the CSAT campaign and is not configurable.
6. If you plan to have multiple CSAT campaigns (for Onboarding, Training, and/or QBR, etc.), you should use different attributes to store the result. This lets you report the CSAT Score independently for each business function.
7. Customize the messaging for the CSAT campaign and the various questions. You can localize the content if you are creating a campaign in a different language. However, the low and high CSAT reasons can only be presented in English.
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8. It is important to always schedule CSAT campaigns as Ongoing campaigns. This is necessary, so the campaign is sent automatically when the criteria are met. For QBR's and Training activities where the likelihood of meeting the same participants and asking for feedback is common, we have enhanced the Ongoing campaign type to support targeting the same users after a certain number of days. Make sure this box is checked.
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9. Once the campaign is scheduled, the system will send the CSAT survey every time a touchpoint is logged with the right criteria.

Viewing the CSAT survey responses

 The CSAT responses can be viewed in several ways. 

Viewing CSAT responses in the campaign

Once the Campaign is active, the CSAT responses can be viewed within the Campaign.

Viewing the CSAT score in the user segment

The CSAT data can be viewed in user segments in a summarized scorecard at the top of the segment when a CSAT column is added to the segment. This view is compelling as it lets you analyze your CSAT across different segments of your business and identify areas of improvement. 

Viewing the CSAT score in the Account profile

The CSAT results from users of an account are visible as a tabular form on the account.

Viewing the overall CSAT score in a Scorecard

Overall CSAT Score

The CSAT score is calculated in a Scorecard when a CSAT attribute is chosen as a metric.

Average CSAT Score

The Average CSAT can be displayed in the Scorecard by choosing the CSAT attribute in the metric and the Aggregation function as "Average."

Querying CSAT Reasons

The Low and High CSAT Reasons are Multi-select List attributes that support segmenting data in multiple ways.

Please review this article for more details on the operators to query CSAT Reasons.

CSAT Thresholds and Color

The CSAT metric indicates the CSAT score with the following built-in thresholds

• 0-60% = Red
• 61-80% = Yellow
• 81-100% = Green

Limitations

CSAT campaigns can be localized, but the high and low CSAT reasons only appear in English.