Measure customer experience at the end of your conversations


image_preview.png

The form allows you to measure your customers' satisfaction (CSAT: Customer Satisfaction), their propensity to recommend you to their entourage (NPS: Net Promoter Score) and gives them the possibility to leave a free comment.

Here is a video summary of this article

1. Activating the form

Activate your form in the "Satisfaction Questionnaire" section under Targeting > Settings.

 

Capture_d_e_cran_2018-12-27_a__10.46.09.png

 

2. The questions

2.1 Customer Satisfaction

CSAT_en.gif

This step allows you to measure the satisfaction generated by the conversation visitors have had with a professional agent or an ibbü expert. Visitors can grade conversations from 1 to 5.

Visitors who gave a score of 4 or 5 are satisfied with the experience they have had.

⚠️ In case of transfer: When agent A receives a conversation and transfers it to agent B after answering it, the satisfaction rating will be given to both agents.


2.2 Net Promoter Score

NPS_en.gif

 

The Net Promoter Score, also known as NPS, evaluates customer advocacy represented by your visitors’ likelihood to recommend your brand to their friends, family or colleagues.

When the NPS rating is displayed, the visitor can select a score from 0 to 10.
This allows iAdvize to split your visitors into three categories:
– 9 to 10: the promoters. These visitors are satisfied. They are likely to recommend your brand.
– 7 to 8: passive visitors. These visitors are neutral. They will not express a negative or positive opinion about your brand.
– 0 to 6: the detractors. These visitors are not satisfied. They are likely to express their dissatisfaction.

 

Deactivate the NPS question

On request, it is possible to deactivate the NPS question. The customer then proceeds directly to the next question.

👋  Want to disable the NPS? Talk to your main contact!

 

2.3 Free comment

comment_en.gif


Finally, this last step consists of an open-ended question. It allows your visitors to freely express themselves about their user experience while enabling you to identify which elements generate excellent satisfaction and which elements generate dissatisfaction.

 

The additional custom binary question

The custom binary question allows you to adapt the survey to your objectives. 

This feature can help you answer questions such as :

  • Does chat reduce my incoming calls?
  • Are my customers ready to buy after the conversation?
  • Is our customers' initial request answered after the conversation?

The results of the question are accessible from the conversation Export.

 

Custom_en.gif

 

👋  Would you like to use the custom binary question? Talk to your main contact!

 

3. Scope

Feature

Availability

Send the survey ✅ Chat channel only 
Customization (texts, questions, types, choices)  ❌ 
Languages  ✅ Form translated into the languages handled by iAdvize