Customer experience and brand image have become key differentiating factors for brands in a competitive landscape. We are no longer just selling products or services — we are selling an experience.

NB In the new interface, open the satisfaction survey settings from the Assistant Editor: Identity tab, End of the conversation block, Edit the survey settings link.

To measure this experience, iAdvize gives you the ability to send a satisfaction form at the end of your conversations and to view the results in a dedicated customer experience indicator.

Enabling the form

Enable your form in the Satisfaction Survey section via Settings > Advanced Settings > Chat.

By enabling the satisfaction form here, you enable it for all of the following channels:

Chat
Facebook Messenger
Whatsapp

When the satisfaction survey is enabled: once the CSAT has been answered and the conversation closed, the visitor-side composition area becomes available again.

NB: As an administrator, you can decide whether or not to send a satisfaction survey for an Assistant or workflow conversation that ended with a failed transfer to an agent. You can control this setting for all or have a different configuration for each.

The questions asked

The questions are asked in the following order:

CSAT
NPS (unless disabled)
Custom question (if enabled)
Open-ended question

CSAT (Customer Satisfaction)

The CSAT (Customer SATisfaction) allows you to measure the satisfaction generated by the conversation the customer had. They can rate the conversation from 1 to 5.

Customers who responded 4 or 5 are satisfied with the experience.

⚠️ In case of transfer: when agent A receives a chat and transfers it to agent B after having responded to it, the satisfaction rating will be attributed to both agents.

NPS (Net Promoter Score)

The Net Promoter Score, or NPS, measures the likelihood of your brand being recommended by your customers to their friends or colleagues.

When the NPS is presented, the customer can select a score from 0 to 10.

This allows iAdvize to classify your customers into three categories:

9 to 10: Promoters. These customers are satisfied. They are highly likely to recommend your brand.
7 and 8: Passives. These customers are neutral. They will not express either negative or positive opinions about your brand.
0 to 6: Detractors. These customers are not satisfied. They are likely to express their dissatisfaction.

This question is not asked for the following channels:

Facebook Messenger
Whatsapp

Disabling the NPS question

Upon request, it is possible to disable the NPS question. The customer will then move directly to the next question!

👋 Speak to your iAdvize contact!

Binary question (if enabled)

The binary question is customisable and comes with YES and NO answers. It allows you to tailor the survey to your specific needs.

This feature can help you answer questions such as:

Does chat reduce my inbound calls?
Are my customers ready to purchase after the conversation?
Is our customers' initial request resolved after the conversation?

The results of the question are accessible from the conversation Export

👋 Would you like to use the custom question? Speak to your iAdvize contact!

This question is not available on the following channels:

Facebook Messenger
Whatsapp

Open comment

Finally, this last step offers an open-ended question to your customers so they can freely express their thoughts about their user experience. It allows you to identify the elements that generate excellent satisfaction and, conversely, those that generate dissatisfaction.

On social and third-party channels (WhatsApp, Messenger)

NB The survey on social and third-party channels is enabled on request. Talk to your iAdvize contact.

The visitor rates the conversation from 1 to 5, then can leave an open comment. No NPS and no binary question on these channels.
The survey is sent when the conversation ends, including the automatic closure 30 minutes after the bot's last reply, if the visitor does not answer.
If the visitor types a message instead of choosing a rating, they are asked whether they want to start a new conversation. If they answer no, the satisfaction question is asked again. Otherwise, the survey stops and their next message opens a new conversation.
The survey is sent in the language of the conversation. If it is unknown, iAdvize detects it from the messages exchanged. Failing that, the survey is sent in English.

Functional scope

Feature	Availability
Form sending	✅ Chat channels (Web & mobile app) + Whatsapp + Facebook Messenger
Customisation (texts, questions, types, choices)	❌
Languages	✅ Form translated into the languages supported by iAdvize