🌟CSAT

ResponseCSAT, short for Customer Satisfaction Score, is a key performance indicator (KPI) commonly used by businesses to measure customer satisfaction with a product, service, or specific interaction. It's a simple and effective way to gauge how happy customers are with what a company offers. Businesses use CSAT scores to track how well they are meeting customer expectations over time. It is often part of a broader set of customer experience metrics, which may include Net Promoter Score (NPS) and Customer Effort Score (CES).

Here's a breakdown of how CSAT works:

How CSAT is Measured:

CSAT is typically measured through a survey question. Customers are asked question like "How satisfied were you with your experience?" or "How would you rate your satisfaction with our chatbot?"

Rating Scale: The response is usually given on a numerical scale. This could be a 3-point scale (e.g., unsatisfied, neutral, satisfied), a 5-point scale (1 being very unsatisfied and 5 being very satisfied)

Timing of Survey: The survey is often sent out after a customer interaction, like order tracking flow, a purchase, or after a faq.

Importance of CSAT:

• It provides direct feedback from customers about their experiences.

• Helps companies identify areas of their service that need improvement.

• High satisfaction levels are often linked to customer loyalty and retention.

• CSAT scores can be used to set benchmarks and goals for teams and individuals within an organization.

Limitations:

• Subjectivity: The scores can be subjective and influenced by the customer's mood or external factors unrelated to the interaction.

• Not Comprehensive: It captures the customer's feelings at one point in time and might not reflect their overall experience with the company.

• Response Bias: Not all customers respond to surveys, which can lead to skewed results if only certain types of customers choose to respond.

Demo:

Configuring the Flow

These are the flow posts which CSAT rating can be collected

1. FAQ

2. Checkout

3. Product Search

4. Track Order

5. Return Refund

6. Cancel Order

Configuration	Values	Note	Recommended Value
CSAT_COLLECT_ONCE	TRUE, FALSE	Trigger CSAT only once in the conversation	TRUE
ENABLE_BOT_CSAT	TRUE, FALSE	Turn Bot CSAT on/off	TRUE
SHOULD_SENT_CSAT	TRUE, FALSE	Keep it false, if you want to disable sending csat when the bot ticket is resolved	FALSE
BOT_CSAT_TIMER	value in seconds	After how many seconds the csat should be triggered	600
ENABLE_BOT_CSAT_REMINDER	TRUE, FALSE	Mark it true, sending a reminder to the cases wher user hasn't responded helps increase the collection rate	TRUE
BOT_CSAT_REMINDER_TIMER	value in second	After how many seconds the reminder should be triggered	3600
CSAT_FLOW_TRIGGER_FAQ	TRUE, FALSE	Should	TRUE
CSAT_FLOW_TRIGGER_CHECKOUT	TRUE, FALSE		TRUE
CSAT_FLOW_TRIGGER_SHOW_PRODUCTS	TRUE, FALSE		TRUE
CSAT_FLOW_TRIGGER_TRACK_ORDER	TRUE, FALSE		TRUE
CSAT_FLOW_TRIGGER_CANCEL_ORDER	TRUE, FALSE		TRUE
CSAT_FLOW_TRIGGER_RETURN_REFUND	TRUE, FALSE		TRUE

Analytics

the CSAT data will be available on your Helpdesk Dashboard.

Navigate to Analytics -> CSAT -> Bot

CSAT Bot Analytics

Legend

Total Responses - Total number of people who gave a CSAT rating for a given time range and inbox

CSAT Rating - Average CSAT rating

Response Rate - Total Number of CSAT ratings / Total number of CSAT survey messages sent

Satisfaction Score - # 5-star + 4-star rating / total number of CSAT ratings