Surveys give you a way to measure customer satisfaction (CSAT) by collecting data on the experience you're providing to your callers.
Create a CSAT Survey
From Dialpad.com, navigate to Admin Settings > Office > Office Settings > Call Center Surveys.
Select Add CSAT Survey, then enter the name of the survey.
Use the slide-out menu to customize your survey. Here are the options:
- Survey Pre-amble: Let your customers know there will be a short survey at the end of their call. This message will be played after your Call Center welcome message before your customer is connected to an Agent.
- Survey Intro: This message plays to the caller immediately after the Agent hangs up. Use it to let your caller know you appreciate them staying on the line for a quick survey.
- Survey Question: Ask your customers how satisfied they were with their experience today. Don't forget to ask them to leave a rating where 1 is the lowest and 5 is the highest.
- Enhance with Vi: Once your caller has provided their rating, you can optionally ask them to explain why they chose that score. Let your callers know how to press 1 to save their response. Voice Intelligence will record and transcribe the response.
- Thank You Message: Plays after your customer's response has been received.
You can edit these options at any time even after the CSAT survey is created. We recommend starting with text-to-speech for each, then you can try audio recording.
Please keep in mind that only one question can be asked in a survey.
Apply a CSAT Survey
From Dialpad.com, navigate to Admin Settings > Office > Office Settings > Call Center Surveys.
Select Options > Apply to Call Centers and select which Call Centers will use the survey.
CSAT Survey Analytics
From Dialpad.com, navigate to Analytics and filter for the Call Center you'd like to observe.
Select Surveys in the tab, then you'll see scores and response rates over time.
If you scroll to the bottom, you'll see an Agent leaderboard. It organizes the average CSAT score for an Agent as well as the number of responses they've received.
Select Export > Send Report to receive a CSV file via email that includes records of all survey responses. It'll reveal caller information, agent information, and the scores received.
Frequently Asked Questions (FAQs)
What call types can be used with CSAT surveys?
Inbound only at this time.
How can I find call recordings of the calls with surveys?
Once you've downloaded a CSV file, you can take that information to your Calls List to filter for that agent as well as the date and time of the call. If you have call recording set up, you can listen or download the recording from here.
Which Agent receives the CSAT survey result if multiple Agents handled a call?
If a call is transferred from one Agent to another Agent, the last Agent will receive the associated CSAT score.
Awesome