# CSAT Score

## 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.

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### How CSAT Score Calculated?

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

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FRvglXfsoav6DF4FVRQEx%2FCSAT%20Calculation.png?alt=media&#x26;token=9e2c9cd4-9041-4758-925c-b704d15ef4d1" alt=""><figcaption></figcaption></figure>

### 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.**

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FkDF2stYSVLESjEBRMeV9%2FCSAT%20Score%20Reports.gif?alt=media&#x26;token=6e16262e-874f-4a52-8078-9c71ebf1fd5d" alt=""><figcaption></figcaption></figure>

### CSAT Survey Use Cases

Here are some use cases for implementing CSAT surveys 👇

<details>

<summary>Appointment</summary>

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**

</details>

<details>

<summary>Class Booking</summary>

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**

</details>

<details>

<summary>Agent</summary>

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**

</details>

<details>

<summary>Bot</summary>

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**

</details>

<details>

<summary>Order</summary>

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**

</details>

<details>

<summary>Customer Experience</summary>

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**

</details>

## 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.

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**Step 2:** Select the Trigger **Appointment Updates** option.

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FfwraCXY86tLVe1d3zJsw%2Fimage.png?alt=media&#x26;token=280042b7-21ac-4855-be5d-0256607e6a6a" alt=""><figcaption></figcaption></figure>

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

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**Step 4:** **Setup Condition**

(i) Choose the condition **Field** option like **"Appointment Status"**&#x20;

(ii) Choose the condition **Operator** option like **"equals"**&#x20;

(iii) Choose the condition Status option like: <mark style="background-color:purple;">**"Visited"**</mark>

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2F4Id3cG4ngTsl7cIqZX47%2Fimage.png?alt=media&#x26;token=0b9773a3-832b-49dd-936c-175c7d92fe15" alt=""><figcaption></figcaption></figure>

**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: <mark style="color:orange;">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.</mark>

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2F56SfbsVXA2ak5aaFFQFM%2Fimage.png?alt=media&#x26;token=5d6baa16-3426-442f-90ce-5eb2e05ed4a0" alt=""><figcaption></figcaption></figure>

(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 👇

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(iv) Select the message template **whauto\_customer\_satisfaction\_survey(en)**&#x20;

> 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](https://help.whautomate.com/product-guides/integrations/whatsapp-cloud-api/whatsapp-message-templates "mention")

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

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

<div align="left"><figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FdDGcKikVjXagslDrx4Ls%2FWhatsApp%20Image%202024-02-21%20at%2011.06.52%20AM.jpeg?alt=media&#x26;token=b0119127-6475-4984-b27e-139e36829c22" alt="" width="180"><figcaption></figcaption></figure> <figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2Fq8RSXr6Cu5HfBJB1meHY%2FWhatsApp%20Image%202024-02-21%20at%2011.07.38%20AM.jpeg?alt=media&#x26;token=924bf0e1-cbe4-4417-b504-09d1e32cc92c" alt="" width="180"><figcaption></figcaption></figure></div>

## How to check CSAT Score?

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

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**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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