Customer feedback is one of the most important factors in improving the customer experience and business processes within an organization. And an excellent way to gather feedback and measure customer satisfaction levels is through customer satisfaction surveys. LiveBank features a simple CSAT survey that measures customer satisfaction regarding a specific case, allowing you to gather feedback from customers once the case has been resolved. The survey consists of three types of questions:
- Closed-ended question with two possible answers to choose from (Yes/No)
- Five-star rating question based on the Net Promoter Score (NPS) method
- An open-ended question where the customer can write a comment.
You must answer the first two questions; the open-ended question is optional. The type of case resolved is indicated in the first question (for example, in the image below, the case type is “Insurance”).
Once the conversation is over and the agent has marked the customer’s case as resolved, the survey will automatically appear on the customer’s screen. The customer can skip the survey by clicking the X at the top or fill it out. Once the customer has answered the two required questions, the “Submit” button will appear to send the responses to the statistics department for further analysis.
