How to collect CSAT (Customer Satisfaction Score) on tickets?

This guide will walk you through the process of collecting Customer Satisfaction Scores (CSAT) on tickets. Follow the detailed instructions below to effectively gather and analyze customer feedback.

To begin collecting CSAT Scores, you'll first need to create a CSAT Chat Bot. We provide a pre-built CSAT Chatbot by default. You can choose to customize this bot or create a new one to suit your preferences. In this demo, we'll walk you through customizing the pre-built CSAT chat bot. Click on "Chatbot"

Open the CSAT Bot

Customize the chat bot to fit your needs and start incorporating ticket scores, which are crucial for measuring customer satisfaction. In this step, it's important to focus on how you capture these scores. You can modify the bot to ask various questions and design different flows, but remember, it's essential to assign a score for each user selection using ticket score nodes. In our demo, you'll notice two types of score nodes: the simple score node and the ticket score node. For a CSAT bot, always use the ticket score node. For example, if a user selects 'Very Helpful,' we assign a ticket score of 5 with a label 'Very Helpful.' For 'Just Okay,' the score might be 3 with the corresponding label, and for 'Not Helpful,' a score of 1 with its label. You have the flexibility to choose the labels and scores that best represent your service feedback. Collecting these scores allows you to calculate the overall CSAT score, which we'll discuss later in the demo. Now, go ahead, drag and drop the ticket score node, and set up your labels and scores.

Enter a label for easy identification in your reports.

Fill in the score.

Now, link each option to its corresponding score node. Repeat this process for all other nodes.

Ensure you designate it as a CSAT Bot by selecting here, then click on 'Save' to finalize your settings.

Next, go to Settings

Click "Inbox"

"Click on 'Auto trigger CSAT Bot when Ticket is closed'. Note: Enabling this setting will automatically send a CSAT survey to all agents' closed tickets. If you prefer to send CSAT surveys manually for selected tickets only, leave this option disabled."

Make sure it turns blue

Update the changes.

Now let's look at How to manually trigger a CSAT message?

To manually trigger a CSAT message, click on the triple dots

Select "Close Ticket & Send CSAT"

Now let's look at how to view the CSAT report

Navigate to "Insights"

From the drop down select "Inbox Performance"

This section displays the overall Customer Satisfaction (CSAT) Score, Response Rate, the number of CSAT Messages Sent, and the count of Responses Received

Scroll down to the 'CSAT Scores' section and click on 'CSAT Scores' to view the scores for each ticket.

Click on 'Avg. CSAT Scores' to view the average CSAT Scores by agent and by date

Click to Download the report as CSV

This guide has detailed how to access various features within Pragma to efficiently collect and manage CSAT scores on tickets. From setting up scoring systems and configuring automatic triggers to viewing detailed reports, this guide facilitates a seamless process for enhancing customer satisfaction and improving performance evaluation.