Setting up survey questions (CSAT)
Now that your touchpoint is created, it is time to set up your Customer Satisfaction Score questions (CSAT). In total, you will need to set up two types of questions.
You will soon see that you can either make up your own questions or choose preset versions that we have written for you. Our customized questions have proven to be very successful and provide good response rates. We strongly recommend using these.
What is a CSAT?
The Customer Satisfaction Score (CSAT) is a score to measure customer satisfaction.
- A 1-5 scale question that asks respondents how satisfied they are about your company.
- An open question which allows the customer to freely describe why he attributed his mark.
Be sure to read our guide on Customer Satisfaction Scores for an detailed explanation.
IMPORTANT: Do not forget to re-activate your touchpoint once you have changed your settings in the touchpoint settings page!
Click on Add CSAT Question.
If you already have questions set up, scroll to the bottom of the page >> Add Question >> CSAT
- Choose one of the default questions (recommended) or write your own via the custom tab.
Note: It is also possible to change the labels that will be displayed at the 1 and 5 marks of the survey questions.
Important: You can only delete NPS, CES and CSAT questions that are not in the first position of your questions list.
Note: It is possible to include variables in your questions. These variables allow you to greatly customize your survey e-mails.
Please read our article on using metadata to personalise your surveys for more information.
IMPORTANT: Be sure to set up the survey texts for all your configured languages.
If you don't, the respondents will receive an incomplete survey.