Shopify integration

What it is

CSAT Surveys (Customer Satisfaction Surveys) are tools designed to measure customer satisfaction levels by collecting feedback from customers about their experiences with a product, service, or interaction. These surveys typically consist of a single question asking customers to rate their satisfaction on a scale, often from 1 to 5, where 1 represents "very dissatisfied" and 5 represents "very satisfied." The primary goal of CSAT surveys is to gauge customer sentiment and identify areas for improvement.

‍

How it works

CSAT Surveys work by presenting customers with a straightforward question regarding their satisfaction with a specific aspect of a product or service. The survey can be delivered through various channels, such as email, SMS, or directly within an app or website. Once the customer provides their rating, the data is collected and analyzed to calculate an overall CSAT score, which is the average of all customer ratings. This score provides a quantifiable measure of customer satisfaction that can be tracked over time.

Key components

Surveywell supports the various elements that make CSAT what it is:

• Survey Question: The core question that asks customers to rate their satisfaction.
• Rating Scale: The numerical scale used for customers to express their satisfaction level.
• Data Analysis: The process of collecting and analyzing survey responses to calculate the CSAT score.

Implementation considerations

Important things to know when using this feature:

• Ensure the survey is concise and easy to understand to encourage higher response rates.
• Choose the right timing for sending surveys to capture accurate feedback, such as immediately after a customer interaction.
• Regularly review and act on feedback to demonstrate to customers that their opinions are valued.
• If you are already sending CSAT with Gorgias, check whether you want to use Surveywell for one specific channel (e.g. socials) or replace their survey.

Frequently Asked Questions

Q: What is a CSAT score?

A CSAT score is the average of customer satisfaction ratings, providing a quantifiable measure of customer sentiment.

Q: How do I implement CSAT surveys with Surveywell?

You can implement it by integrating Surveywell with Gorgias and automatically triggering CSAT after a ticket is closed.

Q: What are common challenges with CSAT surveys?

Common challenges include low response rates and ensuring the survey timing captures accurate feedback, which is why we help you narrow down the audience targeting using specific triggers.

Q: What are best practices for optimizing CSAT surveys?

Best practices include keeping surveys short, using clear language, and following up on feedback to improve customer satisfaction.

Q: Can CSAT surveys be integrated with other systems?

Yes, CSAT surveys can be integrated with Helpdesks systems and other analytics tools to provide a comprehensive view of customer satisfaction. We natively integrate with Gorgias and offer complete .csv export for data analysis.

Q: How do I troubleshoot low response rates for CSAT surveys?

To improve response rates, ensure surveys are easy to access, offer incentives for completion, and send them at optimal times. Surveywell surveys are fully responsive, making them easy for shoppers to answer on any platform.

‍