⭐CSAT Score

Measure your Customer Satisfaction score using Whautomate across popular communication channels like WhatsApp, Instagram, Telegram and Messenger.

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) is a vital metric that measures how satisfied customers are with your products or services. This key performance indicator (KPI) is essential for tracking customer sentiment and gauging overall satisfaction levels. You can view the Rating collected at the end of each conversation journey under the "CSAT Score" menu section within the Reports menu.

How CSAT Score Calculated?

Eg. The calculation of the CSAT Score for an Agent is determined by the following formula: 👇

How to Collect CSAT Survey?

To begin, setup the CSAT score automation for your business. You can gather CSAT Scores across your chosen channels, including WhatsApp, Instagram, Messenger, Telegram, and Live Chat, through surveys you customize for various aspects such as Appointments, Agents, Bots, Orders, and Customer Experience.

CSAT Survey Use Cases

Here are some use cases for implementing CSAT surveys 👇

Appointment

Here are several use cases for using CSAT surveys in appointment:

Booking Process Satisfaction
Appointment Availability and Scheduling
Confirmation and Reminder System
Cancellations and Rescheduling
Wait Time and Punctuality
Communication and Notifications
User Support and Assistance
Feedback on Service Providers
Post-Appointment Feedback
Location/Home Visit Experience
Virtual/Online Session Experience

Class Booking

Here are several use cases for using CSAT surveys in class booking:

Booking Process Satisfaction
Ease of Navigation
Availability and Variety of Classes
Notification and Confirmation Process
Cancellation and Refund Process
Instructor Performance
Facility and Equipment Satisfaction
Membership and Loyalty Programs
User Support and Assistance
Post-Class Feedback

Agent

Here are several use cases for using CSAT surveys for Agents:

Customer Interaction Satisfaction
Issue Resolution
Technical Assistance Satisfaction
Timeliness of Response
Empathy and Understanding
Follow-Up and Closure
Multi-Channel Consistency
Language and Communication Clarity
Customer Feedback Handling

Bot

Here are several use cases for using CSAT surveys for Bot:

User Interaction Satisfaction
Problem Resolution
Accuracy of Information
Handling User Queries and Requests
User Engagement and Interactivity
Personalization and User Context
Feedback Handling
Escalation to Human Agents
Consistency in Responses

Order

Here are several use cases for using CSAT surveys in the context of order fulfillment:

Order Placement Experience
Product Availability and Information
Order Confirmation and Communication
Shipping and Delivery Experience
Product Quality and Condition
Return and Refund Process
Customer Support for Order Inquiries
Customization and Personalization
Promotions and Discounts
Post-Purchase Support
Packaging Satisfaction
Order Tracking Experience

Customer Experience

Here are several use cases for using CSAT surveys to measure and enhance customer experience across various touchpoints:

Website/User Interface Experience
Product or Service Interaction
Customer Support Interaction
Billing and Payment Experience
Loyalty Programs and Rewards
In-Store Experience (if applicable)
Post-Purchase Follow-Up
Feedback Handling and Implementation

How to Create a CSAT Survey?

Eg. Post Appointment CSAT Survey

Step 1: Go to the Whautomate app, Select the Automation menu option, Click the Add Rule button, and then select the Create Rule From Scratch option to continue.

Step 2: Select the Trigger Appointment Updates option.

Step 3: To add conditions, simply click on the "Add Condition" button.

Step 4: Setup Condition

(i) Choose the condition Field option like "Appointment Status"

(ii) Choose the condition Operator option like "equals"

(iii) Choose the condition Status option like: "Visited"

Step 5: Select a send Action type as the send Customer Satisfaction Survey (CSAT) option 👇

(i) Select the Survey option as Appointment

(ii) Please select your preferred communication channel for collecting the survey. (Eg. WhatsApp)

Note: Please ensure that there are buttons available for users to select ratings ranging from 1 to 5. These ratings will be used to calculate CSAT scores on the reports.

(iii) Select the Add Wait & Schedule Time button so you can setup this survey wait time and Schedule a specific time to send this survey

Eg. This survey will be sent 1 Day after the appointment visit and at 09:00 AM 👇

(iv) Select the message template whauto_customer_satisfaction_survey(en)

I used the Whautomate whauto_customer_satisfaction_survey(en) WhatsApp default message template which was already created and approved by Meta. If you want to use your own custom WhatsApp message template, So first you need to create a new WhatsApp Message Template, you can select the Create New Template link. This will take us to the template page where we can submit our new template.

Check this below link on how to create WhatsApp message templates 👇

WhatsApp Message Templates

Step 6: After filling in all the details Click the Save button 👇

Step 7: Now, Book an appointment for yourself and mark it as Visited to test. 👇

How to check CSAT Score?

Step 1: Select the "CSAT Score" menu option within the Reports menu section. 👇

Step 2: Customer Satisfaction Score (CSAT) Reports:

Customize your view by filtering communication channels, surveys, and date ranges. Once configured, click the "Run Report" button to generate insights into Customer Satisfaction Scores (%), Ratings on a scale of (1-5), Number of Responses, Customer Lists, and Rating Details

Eg. Select WhatsApp as the channel and Appointment as the survey. Click Run Report. 👇

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Last updated 7 months ago