Satisfaction Survey

Article Quick Links:

• Overview
• Configuring your Survey
• Attaching a Survey in Answers
• Notes
• Reporting

Overview

The Satisfaction Survey is designed to help you get better insight into what your customers are thinking and feeling about their automated support experience. By using this feature, you’ll be able to request feedback from your users directly within the bot at an appropriate time in the conversation. The Satisfaction Survey can be configured to measure CSAT or NPS.

Configuring your Survey

1. Login to the Ada dashboard
2. Go to Settings → Satisfaction Survey
3. Click Edit
4. Configure your Rating Question
5. If you are choosing to use them, scroll to configure your Resolution Question and Comments.
6. Click Confirm to save

Attaching a Survey in Answers

1. Go to Answers
2. Choose or create an answer
3. Drag and drop a Satisfaction block into the end of your answer*
4. Click 'Save'

*This is where your users will be prompted for a survey

Notes

You can attach the Satisfaction block to multiple answers. We recommend that you add the block at the end of your decision trees or to stand-alone answers.

Users will only be served a Satisfaction survey once per conversation.

Reporting

To see the results of your Satisfaction Survey, go to Analytics > Reports > Customer Satisfaction and you'll be presented with two graphs. The first scale will display a distribution of the CSAT scores by specified unit (day, week, month). You can hover over each bar to see the actual breakdown of scores. You can see any comments left (if you've enabled the option) by selecting the ellipsis (...) menu on the top right of the first scale and downloading the Excel or CSV version of the Customer Satisfaction report.

If you've enabled the Resolution question (Did we resolve your issue today?), the second scale will show a distribution of the Yes and No results.

Note: Older versions will display the Likert scale in greyscale.

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Have any questions? Contact your Ada team—or email us at [e-mail].