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Post-chat survey

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A post-chat survey gauges customer satisfaction and customer experience by automatically collecting valuable feedback from customers after every web chat interaction, without increasing the Customer Service Representative’s (CSR’s) handle time. The post-chat survey uses bots to immediately ask a brief survey question after a conversation with a customer, analyzing and saving the response. The survey analysis is then ready for use in a report widget that can be added to the Dashboard in the Interaction Portal.

A choice of three common customer satisfaction survey questions are available, based on Net Promotor Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES)

Net Promotor Score (NPS)
Evaluates the likelihood of customers’ willingness to promote the products and services of a business to others.
Customer Satisfaction Score (CSAT)
Measures customer satisfaction with a product or service that a business offers.
Customer Effort Score (CES)
Measures a customer’s effort interacting with your business to resolve an issue.
Currently, the Post-chat survey is available only for web chat. In future updates, Pega Customer Service will extend the feature to additional supported message channels.

Available survey questions

Pega Customer Service provides three simple, customizable out-of-the-box customer survey questions that correspond to three popular Key Performance Metrics (KPIs): Net Promotor Score, Customer Satisfaction Score, and Customer Effort Score.

The table below shows the three survey types with their corresponding range descriptions, simple survey question, rule name, and report name.

Survey Type Range Descriptions Simple Survey Question Survey Class Name Dashboard Report Name
NPS
  • 0 - 6 are Detractors
  • 7 and 8 are Passives
  • 9 and 10 are Promoters
On a scale of zero to ten, how likely are you to recommend our business to a friend or colleague? PegaCA-Work-SurveyNPS NPS for chat
CSAT
  • 1 is “Very unsatisfied”
  • 2 is “Unsatisfied”
  • 3 is “Neutral”
  • 4 is “Satisfied”
  • 5 is “Very Satisfied”
How would you rate your satisfaction with our service? PegaCA-Work-SurveyCSAT CSAT for chat
CES
  • "Very Difficult" – 1
  • "Difficult"- 2
  • "Neither" - 3
  • "Easy" - 4
  • "Very Easy" – 5
How easy was it for you to solve your issue? PegaCA-Work-SurveyCES CES for chat

Personalizing the survey questions

The post-chat survey allows the web chatbot to capture customer comments on the quality of service and their overall experience of the CSR-customer interaction. Personalize the survey questions to meet your business needs and gather customer feedback on the services that the customers receive.

Customize survey questions by performing the following tasks:

  • Customizing a survey question for NPS
  • Customizing a survey question for CSAT
  • Customizing a survey question for CES

Customizing a survey question for NPS

Pega Customer Service’s post-chat survey uses the Net Promoter Score to evaluate customers’ willingness to promote the products and services of a business to other people. The net Promoter Score indirectly gauges overall customer satisfaction and customer loyalty towards your services.

For example, you create the question On a scale of zero to ten, how likely are you to recommend our business to a friend or colleague? in Dev Studio. After a CSR-customer chat interaction, the web chatbot presents this question to the customer and the customer chooses a number that corresponds with their feedback. Respondents fall into three different categories: Detractors, Passives, and Promotors, based on the respondents’ ratings. These survey scores help you analyze which customers require an extra lift to make them loyal to your business. Analyzing customer intentions at the right time using the NPS can drastically reduce the customer churn rate.

To customize an NPS survey question, perform the following steps:

  1. Log in to Dev Studio.

  2. In the navigation pane, click App, and then in the Class finder search box enter PegaCA-Work-SurveyNPS.

  3. On the PegaCA-Work-SurveyNPS tab, click Survey Simple Question QUESTION_1 to open the question.

  4. Modify the text of the default NPS question to suit your needs.

    On a scale of zero to ten, how likely are you to recommend U+Comms Bank to a friend or colleague?
    You cannot change the range of the Answers survey class, Display value, or Values without making significant changes to the corresponding class rules.
  5. To save your changes, click Save.

Customizing a survey question for CSAT

Customer satisfaction (CSAT) surveys measure customer satisfaction with a product or service. The CSAT survey focuses on key customer touchpoints to analyze whether your business has met customer expectations and how your business can better reach or surpass those expectations. Pega Customer Service’s post-chat survey feature uses the Likert scale method to measure the CSAT score. This method asks customers to rate the service on a more descriptive Very unsatisfied/Very satisfied scale.

For example, you create the question How would you rate your overall satisfaction with the service your received today? in Dev Studio. When the web chat bot presents this question after a CSR-customer chat session, the customer can choose to respond with any of the following options:

  • Very unsatisfied
  • unsatisfied
  • Neutral
  • Satisfied
  • Very satisfied

Gathering feedback from customers immediately after an interaction gives them a feeling of involvement in your business and contributes to long-term customer relationships.

To customize a CSAT survey question, perform the following steps:

  1. Log in to Dev Studio.

  2. In the navigation pane, click App, and then in the Class finder search box enter PegaCA-Work-SurveyCSAT.

  3. On the PegaCA-Work-SurveyCSAT tab, click Survey Simple Question QUESTION_1 to open the question.

  4. Modify the text of the default CSAT question to suit your needs.

    How would you rate your overall satisfaction with the service your received from U+Comms Bank today?
    You cannot change the range of the Answers survey class, Display value, or Values without making significant changes to the corresponding class rules.
  5. To save your changes, click Save.

Customizing a survey question for CES

Customer Effort Score (CES) is a measure of the effort that customers make to interact with your business. Using CES survey results, businesses can anticipate customer requirements and focus on problem areas to alleviate the amount of effort a customer needs to put in during a transaction. The Pega Customer Service web chatbot uses the Likert scale method to measure how easy or difficult it was for a user to resolve their issue.

For example, you create the question How easy was it to interact with the company to resolve your issue? The customer can then respond with any one of the following options:

  • Very Difficult
  • Difficult
  • Neither
  • Easy
  • Very Easy

Summarizing the survey results provides you with a CES average. The CES average determines if an organization is providing the level of convenience that customers expect. If the CES average is low, the business can work to provide better customer experience through improved service strategies.

To customize a CES survey question, perform the following steps:

  1. Log in to Dev Studio.

  2. In the navigation pane, click App, and then in the Class finder search box enter PegaCA-Work-SurveyCES.

  3. On the PegaCA-Work-SurveyCES tab, click Survey Simple Question QUESTION_1 to open the question.

  4. Modify the text of the default CES question to suit your needs.

    How easily were you able to solve your issue with U+Comms Bank?
    You cannot change the range of the Answers survey class, Display value, or Values without making significant changes to the corresponding class rules.
  5. To save your changes, click Save.

Configuring the survey feature

A CSR administrator can configure the Pega Customer Service application to deliver one of the three surveys to all web chat customers at the end of a conversation.

To configure the survey, perform the following steps:

  1. In the navigation pane of App Studio, click Settings Chat and messaging .

  2. In the Settings: Chat and messaging section, click the Post chat survey tab.

  3. In the Post chat survey section, select the Send post chat customer survey checkbox to enable the feature and display the Post chat survey type list.

  4. In the Post chat survey type list, select the required survey type, and then click Save.

    Selecting the post chat survey type in App Studio
    Selecting the post chat survey type in App Studio

Responding to a survey

The web chatbot presents the survey question in the web chat pop-up window when the customer’s chat conversation with the CSR ends.

The following figure shows the question for each survey type as the customer sees them in the web chat pop-up window:

Different survey types in different chat pop-up windows
Different survey types in different chat pop-up windows

Adding a survey report to the Dashboard

Start analyzing customer responses as the web chatbot summarizes survey results, by adding a survey report widget to your Dashboard.

To add a survey report widget to the dashboard, perform the following steps:

  1. Log in to the Interaction Portal.

  2. On the left-hand side of the Home page, select Dashboard.

  3. In the top-right corner, select the Personalize dashboard icon to display slots in which you can add report widgets.

  4. In the Customer Satisfaction Dashboard section, select Add widget(s) to display the Add widgets to slot dialog box.

    You can add a report widget to a slot in which a report already exists, or delete the existing report in the slot and then add the new report widget.
  5. In the Add widgets to slot dialog box, under the CUSTOMER SERVICE category, choose a report to add to the slot:

    • CES for chat-Summarizes customer ease of interaction scores.
    • CSAT for chat-Summarizes customer satisfaction scores.
    • NPS for chat-Summarizes customer Net promoter scores.
  6. Select the report that corresponds to the survey type configured in the App Studio Post-chat survey setting, and then click Add selected.

    The figure below shows each report type in a slot:
    OOTB survey reports added to slots
    OOTB survey reports added to slots
  7. To save the added survey report widget to the Dashboard, click Publish.

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