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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. In the navigation pane of Dev Studio, 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. In the navigation pane of Dev Studio, 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.

Adding NPS fields to the Wrap Up page

During interaction wrap up, a CSR can ask the customer to rate the interaction experience by providing a Net Promoter Score (NPS) value from 0 to 10 and comments related to that rating. The rating is saved as part of the interaction history, and it is used to drive future interactions with the customer. To collect NPS information during wrap up, add an embedded NPS section (NPSRatingInWrapUp) to the Wrap Up page (CAWrapUpCommon section).

The application puts the customer into one of the following NPS categories based on the rating:

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

The following figure shows an example of a Wrap Up page that includes the NPS fields:

NPS fields added to Wrap Up page
NPS fields added to Wrap Up page

You can add the NPS fields to the Wrap Up page for all interaction types, or just for selected interaction types. To add the NPS fields for some interaction types only, either save the modified Wrap Up section rule to the class for a specific interaction type (for example, PegaCA-Work-Interaction-InboundCall), or modify the layout properties for the NPS section so that the fields are displayed only for a selected interaction type.

  1. In the header of Dev Studio, search for and open the CAWrapUpCommon section.

  2. Add the NPSRatingInWrapUp section as an embedded section.

    If this section applies to a specific interaction type, in the Layout Properties window, modify the Visibility field with a condition so that the fields are displayed only for that interaction type.
    Showing the NPS fields for a selected interaction type
    Showing the NPS fields for a selected interaction type
  3. Click Save.

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