Quality reviews and customer satisfaction surveys
Implement quality management reviews and customer satisfaction surveys by configuring
the content and survey rules that determine the scoring criteria and questions asked in the
survey.
Pega Customer Service
uses survey rules for both quality management and customer satisfaction survey processing.
You can set rating categories for reviews and surveys that are based on the total survey score calculated by the system.
With
Pega Customer Service, you can differentiate surveys first by work type (the class name that the survey applies to) and then by decision rules that specify custom criteria.
You can configure the criteria used to determine which customer interactions initiate customer satisfaction surveys. During interaction wrap up, a CSR can ask the customer to rate the interaction
experience by providing a Net Promoter Score (NPS) value from 0 to 10 and comments related to
that rating. The rating is saved as part of the interaction history, and it is used to drive
future interactions with the customer. To collect NPS information during wrap up, add an
embedded NPS section (NPSRatingInWrapUp) to the Wrap Up page
(CAWrapUpCommon
section).
The application puts the customer into one of the following NPS categories based on the
rating: The following figure shows an example of a Wrap Up page that includes the NPS fields: You can add the NPS fields to the Wrap Up page for all interaction types, or just for
selected interaction types. To add the NPS fields for some interaction types only, either
save the modified Wrap Up section rule to the class for a specific interaction type (for
example, PegaCA-Work-Interaction-InboundCall), or modify the layout
properties for the NPS section so that the fields are displayed only for a selected
interaction type.Configuring survey rules
Fields Description Category Enter the name of the category to be evaluated. Question Enter the text question that is to be displayed to the person responding to the
survey. Weight Enter the integer or decimal value that is used as a weighting factor when
calculating the survey score for this category. Level 1-5 scores Enter the numeric score for each level that can be selected for the category.
Configuring survey rating categories
Field Description Total Score Enter the evaluation criteria as (for example, < or
<) and total score. Overall Rating Enter the text that you want to associate with the score. Default Enter the default text; surround the text by quotes. Configuring survey selection
Determining interactions to survey for customer satisfaction
Adding NPS fields to the Wrap Up page
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