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Create and track CSAT Survey

Updated 

1 year ago

Learn how to create a CSAT Survey on Sprinklr Advanced and how it enables agents to understand the customer feedback.

Customer Satisfaction Survey, in short, CSAT Survey is a key performance indicator used to measure how satisfied customers are with your organization’s products and/or services. It is particularly helpful for agents to understand how customers feel about customer support.

To create a Survey

  1. On the Sprinklr Advanced window, click the Settings icon on the left-hand side. Under Workflow, click Surveys.

  2. To create a new survey, click Create Survey in the top right corner of the Surveys window.

  3. On the Survey window, select the Brand Color and Brand Logo of your brand to provide an intuitive user experience.

  4. Provide the Title of Survey and Describe why your customer's feedback means so much to you. For example, the survey helps you understand your customer better and provide up-to-mark services.

  5. Click the Star icon to choose the rating style that you want to provide to your customers. It can either be Star, Emoji, or Number.

  6. The Any comments that you have for us? box is used to provide a space for customers where they can highlight any specific kind of issue they are facing related to services or products.

  7. Use the Thank you message box to appreciate your customers for taking the time out and completing the survey.

  8. In the How do you want to send out the survey? section, you will have the option to choose how would you like to send this survey to your customers. The following are the options:

Option

Description

Only allow to be manually sent by the agent

If you select this option then agents need to send the survey to the customers manually. They can send the survey at the end of a successful resolution.

When certain conditions are met

If you choose this option, you will need to configure conditions to send the surveys. Once the conditions are met, the survey will be sent to the customers successfully. You can now send an automatic survey with some delay to have constructive customer feedback from the survey. It ensures that no customer misses the survey after the chat is completed with the agent. You can provide the desired delay time in hours, minutes, and seconds before sending out the survey to customers on the Sprinklr Advanced platform


Automatically after a ticket is marked ‘Closed’

If you select this option, your survey will be sent to the customers once the ticket is marked 'closed'.

You can specifically choose the platforms where you want to enable these surveys.

You can also write a message to persuade customers to take the survey using the message box along with the Survey Link. Survey links will automatically be added to your message. You can not publish the CSAT Survey without adding a survey link to the message.


Besides that, you can now send an automatic survey with some delay to have constructive customer feedback from the survey. It ensures that no customer misses the survey after the chat is completed with the agent. You can provide the desired delay time in hours, minutes, and seconds before sending out the survey to customers on the Sprinklr Advanced platform

  1. Hide Responses on Agent Console provides you with an option to hide the customer feedback to appear on the Agent Console. It helps increase anonymity around the survey and promotes greater disclosure of sensitive or stigmatizing information. However, the supervisors and admins can still have access to the survey results in the reporting.

  2. Click Publish in the bottom right corner to finish the survey configuration.

  3. Click Preview at the top right to check how the CSAT survey will look in the desktop version.

  4. Click the mobile version to see the CSAT survey in preview mode.

To use CSAT Survey in Agent Console

  1. Navigate to the Agent Console window.

  2. Click the Survey icon and select the survey that you want to send to the customer from the given list.

  3. Click Send in the bottom right corner to send out the survey to the customers.
    If the Hide Responses on Agent Console option is disabled, agents will be able to see the survey response in the agent console itself.

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