Post-chat survey
A post-chat survey gauges customer satisfaction and customer experience by
automatically collecting valuable feedback from customers after every web chat interaction,
without increasing the Customer Service Representative’s (CSR’s) handle time. The post-chat
survey uses bots to immediately ask a brief survey question after a conversation with a
customer, analyzing and saving the response. The survey analysis is then ready for use in a
report widget that can be added to the Dashboard in the Interaction Portal. A choice of three common customer satisfaction survey questions are available, based on
Net Promotor Score (NPS), Customer Satisfaction Score (CSAT), and
Customer Effort Score (CES) Pega Customer Service provides three simple, customizable out-of-the-box customer
survey questions that correspond to three popular Key Performance Metrics (KPIs): Net
Promotor Score, Customer Satisfaction Score, and Customer Effort Score. The table below shows the three survey types with their corresponding range descriptions,
simple survey question, rule name, and report name. The post-chat survey allows the web chatbot to capture customer comments on the
quality of service and their overall experience of the CSR-customer interaction. Personalize
the survey questions to meet your business needs and gather customer feedback on the
services that the customers receive. Customize survey questions by performing the following tasks: Pega Customer Service’s post-chat survey uses the Net Promoter Score to
evaluate customers’ willingness to promote the products and services of a business to other
people. The net Promoter Score indirectly gauges overall customer satisfaction and customer
loyalty towards your services. To customize an NPS survey question, perform the following steps: Customer satisfaction (CSAT) surveys measure customer satisfaction with a product or
service. The CSAT survey focuses on key customer touchpoints to analyze whether your
business has met customer expectations and how your business can better reach or surpass
those expectations. Pega Customer Service’s post-chat survey feature uses the Likert scale
method to measure the CSAT score. This method asks customers to rate the service on a more
descriptive Very unsatisfied/Very satisfied scale. For example, you create the question How would you rate your overall satisfaction
with the service your received today? in Dev Studio. When the web chat bot
presents this question after a CSR-customer chat session, the customer can choose to
respond with any of the following options: Gathering feedback from customers immediately after an interaction gives them a
feeling of involvement in your business and contributes to long-term customer
relationships. To customize a CSAT survey question, perform the following steps: Customer Effort Score (CES) is a measure of the effort that customers make to
interact with your business. Using CES survey results, businesses can anticipate customer
requirements and focus on problem areas to alleviate the amount of effort a customer needs
to put in during a transaction. The Pega Customer Service web chatbot uses the Likert scale
method to measure how easy or difficult it was for a user to resolve their issue. Summarizing the survey results provides you with a CES average. The CES average
determines if an organization is providing the level of convenience that customers
expect. If the CES average is low, the business can work to provide better customer
experience through improved service strategies. To customize a CES survey
question, perform the following steps: A CSR administrator can configure the Pega Customer Service application to deliver
one of the three surveys to all web chat customers at the end of a conversation. The web chatbot presents the survey question in the web chat pop-up window when the
customer’s chat conversation with the CSR ends. The following figure shows the question for each survey type as the customer sees them in
the web chat pop-up window: Start analyzing customer responses as the web chatbot summarizes survey results, by
adding a survey report widget to your Dashboard. Available survey questions
Survey Type Range Descriptions Simple Survey Question Survey Class Name Dashboard Report Name NPS On a scale of zero to ten, how likely are you to recommend our
business to a friend or colleague? PegaCA-Work-SurveyNPS NPS for chat CSAT How would you rate your satisfaction with our service? PegaCA-Work-SurveyCSAT CSAT for chat CES How easy was it for you to solve your issue? PegaCA-Work-SurveyCES CES for chat Personalizing the survey questions
Customizing a survey question for NPS
Customizing a survey question for CSAT
Customizing a survey question for CES
Configuring the survey feature
Responding to a survey
Adding a survey report to the Dashboard
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