Measuring Customer Satisfaction (CSAT)
Ask customers how satisfied they are after every closed conversation, through the website chat, WhatsApp or email, and follow the scores in Analytics.
What is CSAT?
CSAT (Customer Satisfaction) measures how happy customers are with your service. After a closed conversation, Bugalou asks the customer for a score from 1 to 5, from 😞 Bad to 😍 Great. You see how it's going per conversation and over time. CSAT is available on Pro and Enterprise.
Setting up CSAT
Go to Account › Workspace › Customer Satisfaction (CSAT).
- Enable CSAT surveys: switch the surveys on.
- Auto-send on close: the survey goes to the customer as soon as you close a conversation. The delay sets how many minutes later (or right away).
- Survey channels: choose where surveys go: website chat, WhatsApp and/or email.
- Survey question and thank-you message: your own texts. If you keep the default texts, website chat visitors see them in their own language (Dutch, English or German).
What the customer sees
Website chat
If you close the conversation while the customer is still on your website, the conversation stays in the chat. Below it, "This conversation has been closed" appears with a card showing the five scores. The score is saved right away. If the customer gives 1, 2 or 3, the card also asks (optionally) What could we do better?. Then your thank-you message follows, with a button to start a new conversation. The card matches your widget's style, including dark.
Within 24 hours of the customer's last message, Bugalou sends a message with buttons. Outside that window an approved WhatsApp template is needed. Bugalou can create it for you on the CSAT page; Meta usually approves it within minutes to hours.
The customer receives an email with the question and five stars. One click on a star opens the rating page with that score.
Viewing the results
Under Analytics › CSAT you see the average score, the distribution and customers' responses, including the comments on low scores.
Good to know
- A survey stays valid for 7 days.
- Each survey counts one rating.
- A comment on a low score is added to the same rating, even if the customer sends it a little later.