The Customer Satisfaction Survey allows you to measure how satisfied your customer was with the service received during the interaction with the chatbot.
This way, you can obtain data and evaluations, and understand how your company can ensure it meets expectations.
In Customer Cloud, you can create a flow-based chatbot and configure the survey content to collect customer satisfaction information.
Learn in this article a simple process to implement your satisfaction survey.
Measuring Satisfaction with NPS
In Customer Cloud, we offer the NPS (Net Promoter Score) option to measure customer satisfaction and loyalty.
It is a widely used metric to assess customer loyalty and the likelihood of recommending your brand.
How it works: Customers answer a question like "On a scale from 0 to 10, how likely are you to recommend our company?" with 0 being "very unlikely" and 10 "very likely."
How to Configure a Satisfaction Survey
Choose the chatbot where you want to add the survey and have the builder open to follow the tutorial. You should add it at the end of the service or after an important interaction.
Click on Add block > Add content > Satisfaction survey.
In the Question field, edit the default template as desired or leave it as is. "On a scale from 0 to 10, how likely are you to recommend our services?"
End the flow with a thank you message. Create a new block and add the End of conversation content and write something like "Thank you for your response! Your feedback is very important to us."
Set the Destination of the survey block to this thank you message.
💡 Tip: Remember to Save changes and Test your chatbot. See the example in portuguese below.
Interpreting and Analyzing Survey Results
After applying the NPS survey in your chatbot, the next step is to interpret the results and use the insights to improve the customer experience. NPS responses are classified into three categories:
Promoters (9-10): Very satisfied customers, likely to recommend your company.
Neutrals (7-8): Satisfied customers, but less likely to recommend.
Detractors (0-6): Unsatisfied customers, who may damage your company's image.
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The result can range from -100 to 100, where a higher score indicates greater customer loyalty.
Analyzing with the Quality Monitor
In Customer Cloud, you can use the Analytics module to get a detailed view of your survey results.
The Quality Monitor is a comprehensive dashboard that presents key metrics and indicators related to your chatbots.
Access the article Analytics of Chatbots in Zenvia Customer Cloud to learn more.