CSAT Follow

CSAT is a quick metric that shows how happy customers are with a specific experience, such as a support interaction, product use, or service received. It's typically measured through a simple survey asking customers to rate their satisfaction on a scale (e.g., 1 to 5 or using emojis).

Topics Covered:

• How to add CSAT element to your Survey
• Practical Example

How to add CSAT element to your Survey

To add a CSAT element to your Survey,

• Navigate to Surveys from the left side under Outreach.
• Open your survey from the Survey listing screen.

• Create a New Survey or open an existing one.

• Click Add Element.

• Then select the CSAT type.

• Once you have selected the CSAT element, you'll need to provide the following information:
  • Questions: Choose the CSAT question.
  • Actions: Define what should happen based on the customer’s response.
  • Follow-up Questions: Enter a follow-up question that will be shown only when the respondent selects a low satisfaction rating 

• Once done, hit Save.

Practical Example

• CSAT can be used to measure customer satisfaction following specific interactions, such as post-purchase follow-ups.
• After a customer completes a purchase, you want to measure how satisfied they are with the buying experience.
• Question: "How satisfied were you with your recent purchase experience?"