The Customer Satisfaction page allows you to manage the surveys offered to customers following an interaction in order to measure Customer Satisfaction (CSAT), Net Promotor Score (NPS), or gather detailed feedback.

When selecting the 'Post-Chat' tab on web chat channels, you will see the CSAT card now directs you to the Customer Satisfaction page.

Customers with existing CSAT questions will find that they have been automatically migrated to the new page and will still work as they did prior to upgrade. Any migrated CSATs will include the name of the channel they were associated with, prior to upgrade (see Fig 3. for examples). Of course, these names can be changed by yourself if required.

Fig 1. Access the customer satisfaction admin page via Settings.

Page options

Across the top of the page you can access options to view, create and configure surveys.

Fig 2. Page level options.

	Allows you to switch views of the page to all active, inactive or all surveys created.
	The undo button will allow you to undo any changes made. If you have pressed save, this will have no effect on changes before the save.
	This option will refresh the page for any changes made from another user whilst viewing the page.
	The clone function allows you to clone an existing survey with all the same setup, allowing you to make minimal changes where required.
	Allows you to create a new survey. Once created, you must save before navigating away from the page.
	Saves any changes to existing surveys and saves new surveys to the page.

Fig 3. Surveys column. The left column houses all the surveys created and will display which ever have been filtered.

Fig 4. Tabs available for surveys. The right of the page displays the 2 tabs for each survey, Settings and Questions.

Create/edit surveys

Selecting survey allows you to edit the tabs already created. When adding a new survey, you have to do the same. 

Settings

On the settings tab, you can enter/edit a name.

Fig 5. Editing the name of the survey.

You can also assign the survey to queues. This is done via the dropdown and you can select one or more queues for the survey to appear on by clicking the names of the queues. Assigned queues will be highlighted once selected.

Fig 6. Assigning queues to a survey.

Questions

On the questions tab, you can edit existing questions or add new ones. You must have at least one question for the survey to be visible.

Fig 7. Adding questions to a survey.

There are multiple options to configure here.

Question	Enter the question you would like to ask a customer once their interaction has ended (min of 4 characters). When creating your question, bear in mind your customers will be responding on an 11-point scale (Unless 'free text' is selected). Example: On a scale of 0-10, how happy with the service you received today?
Free text	Toggle to allow the response to this question to be free text. This is useful for obtaining a detailed response from a customer. Free text responses can't be CSAT or NPS. Example: If we could do one thing differently to improve the experience you had today, what would it be?
CSAT	Toggle to set the response to this question as CSAT. These responses are scored between 0 and 10. It is this response that is used in reporting for your CSAT score. CSAT responses can't be set as free text. Example: How satisfied are you with the service you received today?
NPS	Toggle to set the response to this question as NPS. These responses are scored between 0 and 10. It is this response that is used for reporting your NPS score. These responses cannot be set as free text and you can only have 1 NPS question per survey. Example: Based on your experience today, how likely would you be to recommend Acme Ltd to a friend? The industry standard NPS calculation used is as follows:
Remove	Delete the question from the survey (permanent).

Customer View

Fig 8. Single CSAT and/or NPS question.	Fig 9. Multiple CSAT and/or NPS questions.	Fig 10. Slider view.	Fig 11. Single Free text question.
CSAT or NPS option selected on single question will provide a slider for the customer.	Multiple questions show together and a scroll bar allows the customer to scroll through the questions available if more than 2.	Customer moves the slider to the score they are giving then selects 'confirm'.	Free text option selected on single question will provide a text box for the customer to enter comments.

Reporting

There are 2 reports available to give you insight into your survey results, the Customer Satisfaction By Queue report and the Customer Satisfaction By User report. Both accessible via the report viewer.

Fig 12. Customer Satisfaction By Queue report

Fig 13. Customer Satisfaction By User report