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.

 

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.

• Chat
• Facebook Messenger
• Apple Messages for Business
• Whatsapp

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

NB: As an administrator, you can decide whether to send or not 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: 

1. CSAT
2. NPS (unless disabled)
3. Custom question (if enabled)
4. 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.
 

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
• Apple Messages for Business
• Whatsapp
  
   

 

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
• Apple Messages for Business
• 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. 

 

Functional scope

Feature	Availability
Form sending	✅ Chat channels (Web & mobile app) + Whatsapp + Facebook Messenger + AMB
Customisation (texts, questions, types, choices)	❌
Languages	✅ Form translated  Language available