Set up satisfaction surveys to measure the clients’ satisfaction with your service!

In this guide you will find:

• Customize your survey!
• Setting up the Survey
• How is the Survey displayed?
• Viewing the Feedback
  
  

Customize your survey!

The first step to up the Surveys in Brand Embassy is choosing the metric you are interested in. You can choose CSAT (1-5) or NPS (0-10). 

In this part of the settings, we also choose the visuals for our survey. The text, our logo, or any additional questions.

Max. image size: 10 MB, 250 x 250 pixels
NOTE: The {{{URL}}} in the top two messages is a placeholder for the link to the survey

 

Setting up the Survey

Now that we have created the visuals of our survey, let's set it up!

Start with creating a new Job and selecting ‘Send Satisfaction survey’ as the action.

Select the survey type. Choose between Standard BE survey, 3rd party provider URL custom integration. Please contact your account manager to discuss the possibility of custom integration.

Type in your text and click save!

 

Trigger

Next up we need to create a trigger for the Job you just created. Name it and choose ‘Before case closes’ as the trigger event.

This will trigger the Survey every time the case is closed manually by the agent or by using Auto closing.

Conditions

Now to the conditions. Conditions allow you to filter/select between channels, tags, and other options.

Surveys should only be sent to private messaging and email channels as sending surveys to public channels may result in your account being blocked or flagged as SPAM by different social media outlets.

To do this add the included channels condition, and select all the channels you want your survey to be sent.

Pro Tip:

 

Add the Satisfaction Grace Period condition to choose the number of days you don’t want your customers to receive another satisfaction survey after each survey.

For example, you close a case with a customer on Monday and receive a satisfaction survey. If the same customer opens another case on Tuesday, but you have a grace period of five days when you close the case on Tuesday the customer will not receive another satisfaction survey. 

Don't forget to hit save ;)

 

We are almost there! The last step is to assign the job to this trigger.

Simply click on add existing job, select your Send Satisfaction Survey job and click add.

Finally, activate the trigger to begin sending surveys!

How is the Survey displayed?

Once we start sending the surveys they will appear in Brand Embassy at the end of each case:
Example from e-mail in Brand Embassy:

And this is what the customer sees upon clicking on the link

In the live chat, surveys appear directly in the live chat window:

 

Viewing the Feedback

There are two places to view the feedback - in the Reporting you will find the hard data and in the CRM section, you can see the feedback for each case.

Find the Case search in the CRM section. You can filter channels, tags, agents and date. You can also order the list based on FRT, RT or creation date. Keep in mind that this list shows you all cases created within the given time range.

In the image below you can see the information available in Case search: link to the case, its status, the channel, customer’s name (hidden here ;) ) the FRT and RT and the Survey feedback. You can also export the data to .xlsx or .csv.

 In the Reporting section add the widgets related to Satisfaction surveys: In the overall agent score you will see the average satisfaction score of cases grouped by an agent based on the filters you choose in the widget setup:

And in the overall satisfaction, you can see the overall satisfaction of your customers again based on the filters you choose in the widget setup. For Example in the Brand Embassy Support team we have the overall satisfaction and then a separate widget for emails and live chat:

You can also see the overview of the satisfaction in the agent performance: