[Molly OttoParticipant]

I’m wondering if anyone has any tips and tricks around the customer satisfaction survey that they send to customers. We’ve been including it in the bottom of the ticket once it’s solved, but I know that doing the delayed csat survey as a follow up email is a better way to get a more level response (i.e. they don’t rate badly just because they feel it needs some follow up).

Our concern is that we get a lot of merchandising & media requests, random emails, and duplicate emails (that we tend not to merge together just b/c of our work flow). Do you have ways to decide who does and doesn’t get a follow up survey, or thoughts on the best way to go about this?

We want to get an accurate overview of customer satisfaction, but we don’t want to spam people who didn’t actually reach out for customer support, or send them to people like ringcentral (since we get voicemail as tickets).

[Joey PilotKeymaster]

Hey Molly!

Not hijacking your thread here, just thought a little context would help spur the discussion What tool(s) are you using for your surveys? What is the workflow around your incoming tickets and outgoing surveys?

In my experience, the specifics of your tools and workflow can make a difference in how you approach your followup surveys.

 

 

[Phil ThompsonParticipant]

Hey Molly,

We use Nice Reply currently to handle our customer surveys. We keep it nice and short, so the customer can click a happy, neutral or sad face - as well there is 1 text field for them to enter comments and thats it.

As far as who do we send it to and when:

Live Chat: If we haven’t sent you one of these survey emails in the past 30days, we’ll fire one off after your chat with us.

Phone: After our rep categorizes their phone call with you, if they track it to an account we’ll fire off a survey email. Once again we only do it if we haven’t sent you one of these in the past 30days.

Email: Our reps have a keyboard shortcut to include their blurb and link to the survey. We don’t include it automatically in all responses - because sometimes it’s not warranted. For example if someone sends in an email and we can’t tell what they want/need - we’ll write them back and ask for more details so we can help. It doesn’t make sense to ask how our support was, when we did nothing to help them (yet).

So if our reps reply back to someone’s email with something that could help solve their problem, we’ll include the link. If you are in a big back and forth exchange with someone, our rule of thumb is include it on the first email where you actually give them help (do something or give them information) and then again on the last email of the exchange. That way the customer is able to give us a new rating if their opinion of our help changed over the course of the exchange.

As far as the process of actually sending these out, that is triggered manually. So a few times per week we’ll hit the button on an internal tool that gathers up all the phone and live chat occurrences that should get a survey and fires off the email. This means that you could get this survey 30seconds after your call.. or the next day. The randomization of delivery time helps level out the results. What I mean by that is, that person who rated you “Amazing!!” is that just because they just got off the phone with you? If you asked them the next day, was your service so good that they’d still remember?

Not sure if that helps you at all or not.. but let me know if there’s any questions I can answer

Cheers,
Phil

[Evan HamiltonParticipant]

We use Hively, which includes a rating in our signature. That means you can only rate us if we replied, and you have an opportunity to rate us at every point in the conversation.

Personally, I hate the follow-up rating emails; I’ve already moved on and don’t want to think about my issue anymore. Now you’re making me remember how the agent did?

Also worth noting: we saw around a 55% increase in ratings once we switched to rate-in-signature.

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