Keeping track of customer evaluations is essential to measure service quality and identify opportunities for improvement. With the satisfaction survey tool, you can create, send, and analyze evaluations in a practical and efficient way.

Accessing the Evaluations

To view and manage satisfaction surveys:
In Settings:
Go to the main menu and click on “Settings.”
In Evaluations:
Within the Settings panel, select the “Evaluations” option.
Here you can:

• Create new surveys.
• Preview how the survey will be displayed to the customer.
• Download detailed reports with the results obtained.

Evaluation Message Structure (Satisfaction Survey)

When setting up your satisfaction survey, you can customize different types of customer interactions. Each field has a specific function that can be adapted to the company’s strategy. Below are the available options:

1. Custom Question
2. • Allows you to create a specific question for the contact, according to company preferences.
   • The question text is fully editable (example: “How would you rate the clarity of the information you received today?”).
   • The customer can reply by typing their own response.

1. Introduction or Thank-You Message
2. • A free-text field used only for company-to-customer communication.
   • Can be used to welcome, thank for participation, or explain how the survey works.
   • Important: this field does not allow customer interaction (they only read the message).
   • Example: “Thank you for helping us improve! Your opinion is very important to us.”

1. Wait Time Evaluation
2. • The customer rates service speed by assigning a score from 1 to 5 stars.
   • A simple and visual scale focused exclusively on wait time before being attended.

1. NPS – Net Promoter Score
2. • An international metric for customer loyalty and satisfaction.
   • The customer evaluates the product or service overall, giving a score from 1 to 10.
   • Scale:
   • • 0 to 6: Detractors (would not recommend the company).
     • 7 to 8: Passives (satisfied, but not enthusiastic).
     • 9 to 10: Promoters (highly satisfied and would recommend the company).

1. CES – Customer Effort Score
2. • Measures how much effort the customer had to make to resolve their request.
   • The customer answers on a scale of 1 to 7, where:
   • • 1: Strongly disagree (it was very difficult).
     • 7: Strongly agree (it was very easy).

This way, the company can combine messages and questions to create a personalized satisfaction survey, ensuring clearer feedback and higher customer engagement. Once you define the best way to collect customer satisfaction data, you can preview how the survey will look before sending it.

Survey Management Options

1. Survey Preview
2. • When selecting this option, a new tab will open showing exactly how the survey will appear to the customer.
   • This allows the manager to review the content, check texts, scales, and question layout, ensuring that everything is clear and appropriate.

1. Evaluation Reports
2. • The manager can download complete reports with all responses received.
   • These reports provide valuable insights into the customer experience, helping to identify strengths and areas for improvement.

1. Adding the Survey to Automated Messages
2. • The satisfaction survey is included in the automated messages of the Self-Service (ChatBot).
   • Recommendation: insert the survey only in the conversation closing message, avoiding overwhelming the customer during service and ensuring a higher response rate.