How to set up a customer satisfaction survey?

In this article, you will learn to include a customer satisfaction survey in your bot´s flow.

Estimated reading time: 06 minutes

To measure the customer care quality provided by your agents, you can set up a customer satisfaction survey. This survey will consider a grading range on a scale from 1 to 10 about the support received.

For the survey configuration, the system uses the nps variable already created internally in the bot. Thus, when configuring the flow in the NPS intent , you can select it in the following ways by pressing +add condition :

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  1. Start typing the first letters, which will lead you to the variable (its ID appears in capital letters):

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  1. Select, in the variable field, the Agent>NPS option, as shown below:

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Based on this information, you can now set up the survey by following the step-by-step instructions below:

  • Step 1 : Customer support agents should send the survey manually through a button located at the chat header while the conversation is in progress. Then, we recommend using the intent " close conversation", which is native to the system for the start of this flow. In that intent, we will only keep the action " go to intent", which will redirect to the intent containing the survey.

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  • Step 2 : Now, you need to set the survey functionality by using the action " question". Define the grades on a scale from 1 to 10. Below the question, you can define specific statements to be sent to the users depending on the selected grade. We recommend using a thank you/farewell statement for grades 7 or above, and a statement asking for suggestions for grades 6 or below. These parameters are at your discretion.

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As noted above, we use the condition equal or greater/less than to define the sending of the statements.

Step 3 : After the statements, you need to define a new question so that users can send their suggestions about the intent. Such information will be saved in a variable. In the example, we used the variable "$(opinion)". A good strategy is adding a thank you statement.

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  • Step 4 : Once the survey is set, the intent must be ended through the action "go to intent" that will redirect to an intent with the actions "close conversation" and "save".

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¡Done! The flow is now totally set. By adding the button to the chat, your agents will be able to send the survey and the intent will close after the users' responses. The conversation will be saved, and the agent will be available for a new request. As you receive the grades, you will see your agents´ mean on the NPS column within the report Agent Metrics.

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Written by: Botmaker Team

Updated: 03/31/2022

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