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Quality reviews and customer satisfaction surveys


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Implement quality management reviews and customer satisfaction surveys by configuring the content and survey rules that determine the scoring criteria and questions asked in the survey.

Configuring survey rules

Pega Customer Service uses survey rules for both quality management and customer satisfaction survey processing.

Survey rules determine the scoring criteria and the questions asked in the survey.

  1. In the header of Dev Studio, enter and search for SampleQualitySurvey.

  2. On the Survey page, click Save as, select the Applies To class, and enter the name of the survey as the Purpose. Save it to your ruleset.

  3. Enter a short description for the survey. This value becomes the name of the survey.

  4. On the Scoring Levels tab, enter a title name for each scoring level. The titles appear when a user is responding to the survey.

  5. On the Questions tab, enter information in the fields described below. All fields are required.

    Fields Description
    Category Enter the name of the category to be evaluated.
    Question Enter the text question that is to be displayed to the person responding to the survey.
    Weight Enter the integer or decimal value that is used as a weighting factor when calculating the survey score for this category.
    Level 1-5 scores Enter the numeric score for each level that can be selected for the category.
  6. Click Save.

Configuring survey rating categories

You can set rating categories for reviews and surveys that are based on the total survey score calculated by the system.

Example: A score of less than 2 results in an overall rating of Needs Improvement while a score greater than 4 results in an overall rating of Exceeds Expectations.

  1. click App and then click PegaCA-Work Decision Map Value CAGetOverallRating .

  2. Click Save as, enter a map name, and save it to your ruleset.

  3. On the Matrix tab, update the table to include the following items:

    Field Description
    Total Score Enter the evaluation criteria as (for example, < or <) and total score.
    Overall Rating Enter the text that you want to associate with the score.
    Default Enter the default text; surround the text by quotes.
  4. Click Save.

Configuring survey selection

With Pega Customer Service, you can differentiate surveys first by work type (the class name that the survey applies to) and then by decision rules that specify custom criteria.

For example, you want your high-value customers to receive different satisfaction surveys from those received by standard customers. Entry-level CSRs and experienced CSRs could be evaluated using two different surveys.

  1. click App and then click PegaCA-Work Decision Decision Tree .

  2. Select one of the following instances and save it to your ruleset.

    • CADetermineQualitySurvey: Sample quality review survey
    • CADetermineSatisfactionSurvey: Sample customer satisfaction survey
  3. On the Decision tab, enter the decision criteria and the name of the survey that you want to display.

  4. Click Save.

Determining interactions to survey for customer satisfaction

You can configure the criteria used to determine which customer interactions initiate customer satisfaction surveys.

  1. In the header of Dev Studio enter and search for SatisfactionSurvey.

  2. Click the Intent Task instance and save it to your ruleset.

  3. On the Criteria tab, add the Intent When rule Select as the Intent Condition.

  4. Indicate whether you want to suggest the process or queue the process when the condition evaluates as true.

  5. Enter the visual cue that you want to associate with the condition from the image catalog that is displayed when you click the Lookup icon

  6. Click Save.

Defining Net Promotor Score settings

During interaction wrap-up, the application calculates a Net Promoter Score™ based on the response to this question: On a scale of 0-10, how likely are you to recommend us to a friend? This response can be used to drive future interactions with the customer.

The Net Promoter application, bundled with core Pega product, is an optional component of Pega Customer Service. When installed, the application generates follow-up cases for managers and supervisors to investigate.

Pega Customer Service includes customer satisfaction survey capabilities that you can leverage if you do not have the Net Promoter application installed. For more information about customer satisfaction survey configuration, search for the related topics on the Community.

If you are using the Net Promoter application, determine how the follow-up cases from Detractor or Passive scores will be handled.

Changing Net Promoter settings

The NPS survey embedded section (NPSRatingInWrapUp) in wrap-up has been configured to not display using a Visibility Condition. To enable display of the NPS section during interaction wrap-up, remove the Visibility condition in the appropriate interaction class for the relevant section, for example, PegaCA-Work-Interaction.CAWrapUpCommon for all applications except Pega Customer Service for Insurance or PegaCPMI-Work-Interaction.CAWrapUpCommon for Pega Customer Service for Insurance.

The following section assumes that the Visibility condition (referenced above) has been removed.

During interaction wrap-up, Pega Customer Service will calculate a Net Promoter scores based on the response to this question.

On a scale of 0-10, how likely are you to recommend us to a friend?

The Net Promoter Score question UI is contained in the section PegaCA-Work.NPSRatingInWrapUp. To remove the NPS question from your wrap-up process, copy the CAWrapUp section for your interaction class into your site-specific ruleset and delete the embedded section for NPSRatingInWrapUp.

In Pega Customer Service, the question detail is stored on the interaction object itself upon clicking Submit.  Pega Customer Service will calculate the response and quantify the interaction as one of the following.

  • Detractor (0-6)
  • Passive (7-8)
  • Promoter (9-10)

This detail can be used in future interactions to set the Interaction Goal property and to drive specific application behaviors when configured.

Pega also offers a Net Promoter Framework. If installed, answering the Net Promoter question in wrap-up also creates a Net Promoter object. When the response is Detractor or Passive, a follow-up case is created.

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