How to create CSAT Surveys to collect Feedback on a Closed Case or Field Service Lightning (FSL), upon service completion

The success of a product lies in the degree of satisfaction it delivers to its consumer. However, this is not the only reason why CSAT (Customer Satisfaction) surveys matter. As we discussed in our introductory article on CSAT, we highlighted the fact that this survey metric captures the instant emotional response of the consumer towards the product as well as the brand. To know about the CSAT score of your brand, install the free SurveyVista app available on Salesforce AppExchange and set up the application per the instructions given in this Knowledge Base article. With this, you are ready to create your first CSAT survey.

 

Before we proceed, it is important to keep in mind the primary goals of the CSAT survey. For every business and company, irrespective of the nature of their niche, a CSAT survey report provides you the following key data points pertaining to your product or service:
 

  • Measuring the percentage of satisfied customers from among your brand’s total audience
  • Depicting how much you have catered to the audience positively over a particular span of time (on a quarterly basis)

As far as collecting customer feedback is concerned, SurveyVista has the right tools at your disposal to curate the best experience for those who ask and the ones who respond. This is especially significant in the context of a ‘Case Closed’ scenario or the Field Service Lightning (FSL) Service Appointment Completion event. After installing the SurveyVista app, follow the given steps to create your sample CSAT survey:

 

Use Case 01: In a Salesforce, during a ‘case closed’ scenario, sending out a survey to the designated  Case Contact to collect feedback - 

  1. Upon logging into the SurveyVista platform, draft the two questions listed below. These constitute the core of your survey and in turn your analysis report -
    1. Question Type: Customer Satisfaction
    2. Question Type: Text Question Long

     
    Please note that the questions you will add here will inquire about how their experience was with the allotted customer care executive.

    2.  

  2. Configure your Survey Level Settings as follows:
    1. Allowable Target Objects: Case
    2. Notification Email Template: CSAT Notification Email

    3.  

  3. Create a Response Mapping Rule by setting the Action Type as “Update Fields of” to map ‘Additional Feedback/Comment of the Customer’ and selecting its corresponding Target Object to “Ardira Survey Result”. Refer to the following screenshot for your convenience;
     

     
    Note: When you use a Customer Satisfaction question type, SurveyVista by default maps the CSAT Score in the Ardira Survey Result Record under the field ‘CSAT Score’.
     
  4. In the Score Levels section, revise the score ranges and their respective scoring logic. Then, save your changes.
     

     
  5. As a mock respondent, review the sample survey by attempting all the questions and exploring the answer choices of the questionnaire.
     
  6. You can set up an automated flow to send out the CSAT Survey when a Case is closed to the Case Contact as explained in our Knowledge Base article: ‘Configure Flow to Send a Survey when a Case is Closed’

When should this feature be used?

For any organization, your customer support embodies a proportion of the brand reputation shared with the very product or service you are offering. This means the satisfaction of your customer rests not only on the quality of your product but also on how well your live agent assists the case contact to successfully resolve the issue(s) they are facing. Thus, a CSAT survey will help you immensely to analyze the overall performance of the customer support of your company.

 

Use Case 02: In a Salesforce Field Service Lightning (FSL), sending a survey to the Contact after a service appointment completion

  1. Log on to SurveyVista and write the following question types -
    1. Question Type: Customer Satisfaction
    2. Question Type: Text Question Long

     

  2. Set up the Survey Level configuration of your CSAT survey as follows:
    1. Allowable Target Objects: Service Appointments
    2. Notification Email Template: CSAT Notification Email

     

  3. Next, formulate a Response Mapping Rule. Similar to the first use case, set the Action Type as “Update Fields of” and select the respective Target Object to the “Ardira Survey Result” option.
     
  4. Go through the score ranges in the Score Level section and make sure that the scoring logic is good to go
     
  5. Publish your sample survey and test it as a mock survey participant
     
  6. You can create the automated flow in the same manner as  ‘Configure Flow to Send a Survey when a Case is Closed’ in order to send out the CSAT Survey to the corresponding Contact on the Salesforce Field Service Lightning (FSL) Service Appointment completion.
     

When should this feature be used?

Collecting customer feedback after completing a scheduled service appointment is a part and parcel of mobile workforce management. SurveyVista’s highly advanced survey analytics help you obtain real-time feedback from consumers and enable you to deliver quality results as far as onsite services are concerned. With automated survey dispatches after the service appointment is done and dusted with, this FSL integration will offer you much clarity so that you can make the right decisions and develop your field service operations positively.

 

We always encourage our users to create and experiment with a sample survey first, before publishing a fair version of the same. This is recommended so that the users can understand the shortcomings of any question(s) present in the questionnaire. When you have published your sample survey and responded to the same, you can visit the survey dashboard to see how SurveyVista gathers and analyzes your CSAT survey data in a systematic manner. This dashboard provides high-level insights pertaining to the response count and rate, while also examining the response values so that it can calculate the CSAT score of your brand as well as give a graphic representation of your survey report. The following are the important sections of the dashboard which coalesce to provide your CSAT score analysis:

 

  1. Number of Responses: This indicates how many of your invited contacts responded to your CSAT survey.
     
  2. Response Rate: This represents the percentage of contacts who actively participated in your survey. This is calculated on the basis of the number of respondents which is divided by the total number of invited contacts and then multiplied by 100%. For instance, if 30 out of 100 contacts attempted the survey, the response rate will be 30%.
     
  3. CSAT (Customer Satisfaction Score): The fundamental metric for which you designed the CSAT survey. This measurement provides you with a percentage of satisfied customers from among your survey respondents. As we mentioned in our previous article, having a CSAT score of or over 80% is deemed an ideal figure.
     
  4. CSAT Score Classification: Represented in the form of a donut chart, the CSAT Score Classification shows the number of responses received by each answer choice of the CSAT question.
     
  5. CSAT Score Trend (Quarter on Quarter): With the help of a line graph, this metric compares the CSAT scores you have collected on a quarterly basis. This enables your company to understand whether your progress in terms of boosting customer satisfaction is heading in a positive direction.
     
  6. CSAT Survey Report Quarterly: This is represented as a bar graph, also recording the quarterly collection of CSAT survey responses. However, the only difference between the Score Trend and the Survey Report Quarterly is that the latter compares the respective CSAT Score Classification of each quarter. In other words, you can keep track of whether the number of satisfied customers increased in the current quarter when compared with the previous figures. Similarly, you can study if the number of neutral or dissatisfied customers took a dip or remained the same.
     
  7. CSAT with open-ended Feedback: A vital aspect of the SurveyVista dashboard, the open-ended Feedback section gives individual attention to each comment or remark received from the respondent, i.e. the customer. With direct verbal feedback, you can ascertain the strengths and weaknesses of a product or service.
     

     

For every brand, it is necessary to assess how their commodities are performing in the market. Pitted against competitors whether in promotional campaigns or at a shopping aisle, a company should make the most of what the customer thinks and feels about the product. After all, in the process of choosing the better alternative, the customer’s satisfaction does have a major influence on their perception of your brand too. Thus, the immediacy of CSAT surveys helps you to delve into the consumer psyche by helping you learn if your product is positively received by your customer. In the next article, we will be looking into the advantages of opting for a CSAT survey, as well as why SurveyVista should be your first choice to design, publish, and analyze your CSAT scores.

 

For more details on CSAT, NPS, CES, or any other survey use cases which your company would like to opt for, feel free to contact us at Support@SurveyVista.com.