A Customer Satisfaction (CSAT) survey is a key tool for customer service teams to gauge the help they are providing and how well their agents are dispensing it. Since Textline is a customer service tool, we are happy to help customer service teams collect this information through the CSAT survey.
The Textline CSAT survey primarily asks 2 questions:
How was your recent conversation with [Company Name]?
This question gauges how the contact felt the last conversation was handled. Did your company answer their question or fix their issue? A good score on this question lets you know if your company is providing helpful support.
How was your agent from [Company Name]?
This question gauges how the contact felt about the agent handling their inquiry or conversation. Did your agent act professionally? Did they handle the question in an appropriate time frame? Did they have a handle on the subject at hand? A good score on this question lets you know how your agents are performing.
Getting the results from both questions gives you a true feeling of how your organization is performing overall and individually.
To get started using Textline to send your CSAT surveys over text message, head to the survey tab at the top and click on Customer Satisfaction.
From there, if this is your first CSAT survey, you will automatically be prompted to create a new survey. If it isn’t you will see a list of existing CSAT surveys and a button at the top right to create a New Survey.
When creating a survey, Step 1 will have you name your survey. This is useful if you want to create more than one CSAT survey. If this is your first survey (CSAT or NPS), you will be asked to enter an area code to set up a new survey department.
For CSAT surveys, it is important to know what to do if a contact is not answering a question with a valid numerical answer. Here in Step 1, we ask you what your survey should do if a contact does not answer a question with a valid answer. You can change this setting later if desired.
The final part of Step 1 is to set the survey frequency limiter, which restricts how often you can send the survey to an individual contact.
In Step 2, you will be asked to enter information to customize your survey.
Intro: Optional first sentence to lead into your survey question. [Eg: Thank you for your business!]
Company or Product name: The business name or product name for which you are requesting a rating.
Follow Up Question: This is an optional question to get more details from your contact based on their interaction. A common follow-up question is “Anything else you would like to share with us today?”
Final Message: Optional last message, after scores and optional feedback have been received.
Click Save when you are ready to proceed. This will not send your survey yet.
There are a few ways to send a survey in Textline, so we have outlined them below.
When you're ready to send your survey, select the Send CSAT tab in the left menu. In Step 1, you can enter recipients individually, select contacts from your Textline Address Book, send to contacts with a particular tag, select a CSV of names and phone numbers to upload, or use a Saved Search. In Step 2, you will be asked to select a Department and an Agent with which this survey is to be associated. This allows for the survey to be linked appropriately for metrics purposes (more on that below).
Click Send when you're ready to send the survey.
When conversing with a Contact, you can send a survey from the Conversation Dashboard by opening up the sidebar and switching to the Survey tab. On this page, you can view the most recent survey results and send a new survey to that contact.
You can also set up Automations to send CSAT surveys automatically without manual intervention. In the actions panel of your Automation, there is a Send Survey action where you can select your CSAT survey. A common Automation that you may want to use for CSAT surveys is:
Automation Type: Conversation Resolved
Condition: Contact tags must not include no_survey
Action: Send Survey Customer Service CSAT
Viewing Your Responses & Metrics
To view the results of your CSAT survey, head on over to the Results tab. You will first see the overview Metrics. This includes cards for the Satisfaction and Effort Scores and the Satisfaction and Effort Percentages (more on these formulas below). You can also see other statistics for the survey. You can expand or limit the date range of these cards by adjusting the dates at the top of the page. You can also see more data, specific to certain departments or agents, by clicking on the filter icon. This will add more cards below the main survey cards to view and compare against the overall survey. If you want to download the metrics displayed, you can click on the down arrow to export a CSV of the metrics displayed.
If you would like more detailed information, head over to the Insights tab to see the data split out by a time period of your choosing (day, week, month) with lines for the Satisfaction and Effort scores and the Satisfaction and Effort percentages. You can add more lines by filtering to show other departments and/or agents.
You can also see each individual response in the Responses tab. Each survey response creates a new line, even if a single contact responds more than once. At a glance, you can see the Satisfaction and Effort scores the Contact gave and if they submitted a follow up response or if an agent has added survey tags. If you want to see the follow up response or other details, click on the carrot to the left of the contact’s name to expand the row. The Reply button on the right will take you to the conversation for the survey so that you can initiate a new conversation with the contact.
The Textline CSAT surveys have a few different metrics: Scores and Percentages. Here's how we calculate both.
The Satisfaction and Effort scores are calculated using the following basic CSAT formula:
This score gives you a sense of the mean Satisfaction or Effort response.
The Satisfaction and Effort percentages are calculated using an industry-standard formula below:
This score lets you see what percentage of your Satisfaction and Effort responses are positive.
The Response Rate calculations let you know how many contacts are responding to each question:
Keeping track of the response rate gives you a sense of whether your contacts responding to each part of the CSAT survey or if they are getting over-surveyed.
Please note: Surveys are available for customers on the Standard Plan and above.
We hope this article helps! If you have any questions or comments, please reach out to Textline support at +1 (415) 849-4349 or [email protected].