Customer Satisfaction Surveys (CSAT)

Armatic CSAT surveys are surveys that can be sent to customers via email in order to evaluate the level of satisfaction that is being experienced with a product or service use.

Customer Satisfaction Surveys (CSAT)

Armatic CSAT surveys are surveys that can be sent to customers via email in order to evaluate the level of satisfaction that is being experienced with a product or service use. Usually, this is a one-off request after an interaction with a customer, like a customer service ticket that was closed. This option is available through your Armatic account as part of the Armatic Success module.

 

To Enable CSAT Surveys:

Select the ‘Account’ option from the drop-down menu on the left

From the ‘Account’ option select ‘Roles’

 

 

From Roles, select the ‘...’ icon beside the ‘Full Access’ option,

Select “Edit”






From the edit menu, scroll down and select ‘Customer CSAT’

Ensure the “Full” option is selected to enable 

Select the blue “Save” button in the top right-hand corner to save changes

 

 

Once ‘Customer CSAT’ is enabled, a ‘CSAT Feedback’ option will become available on the drop-down menu on the left under ‘Customers’. as well as accessible through the ‘Settings’ menu, where the CSAT campaigns can be configured





To Configure CSAT Survey Campaigns:

Select the ‘SAT Surveys’ box from the ‘Settings’ menu

Select the blue ‘New SAT Campaign’ button in the upper right corner

 

 

From here, a menu will appear where you can name your new campaign and select the campaign type, which can be for "Customers". "Employees" or "Candidates" 

 

 

Once the campaign is created, it will appear under the ‘SAT Campaigns’ menu

Select your new campaign to view configuration settings and campaign details

*** by default, all campaigns are “inactive” so changes can be made without affecting anything, this can be changed later.

From here you can change campaign settings

 

 

Segments

CSAT Campaigns are designed to be sent to a specific "Segment" of your customers. Lean more about creating and and using Segments here. Select the segment that the campaign will be sent to in the Segment* box 

 

Campaign Start Date:

Choose a campaign start date, this is the date the campaign will go out to customers who are currently in the selected segment. New additions to the segment after the creation of the campaign will have separate survey sending options (see below)

 

Frequency:

This is how often the survey will be sent out

If you do not wish to repeat the survey, select the check box for "Send survey only once"

 

New Segment Contact:

This is the separate option for new segment additions mentioned above. This is the number of days after a new contact is added to the segment that the survey will be sent to them

*** this “rule” is only applicable once in the lifetime of the customer record, meaning that if the customer is removed and added to the segment again, it will not be in enabled

 

Reminders:

You can send up to two reminders for incomplete CSAT surveys, select the check box to "Enable reminders" to send reminders

Choose the number of days reminders will be sent  (1st and 2nd) based on survey sent date

 

For Preferences:

Select whether you would like to have these emails automatically sent or approved manually. If the option for "Send an email automatically" is unselected, survey emails will await approval in the "Todo" list

 

About Survey Email Template:

A basic template is already in the email template section

This template is completely modifiable

You can change colors, personalize names, or change the subject line and body text by using the toolbar in the template section

 

 

Configuring automatic responses

Once customer receives this email and make a selection, they will be redirected to a page where they can input more detailed feedback. You can also send an automatic email based on the customers respond

 

About the Thank You Message:

After the customer submits their feedback, you can customize a thank you message that will send to the customer automatically based on their response

You can customize the message for each smiley face option in the thank you message section by selecting the “unhappy”, “neutral”, or “happy” options under the thank you message options

If this is not customized, a generic thank you message will still be displayed

 

About “Automate Your Follow-up Question”:

You can also configure an automatic follow up email/question based on customer response, (the same as thank you message options depending on the response)

 

***If this is not configured, no follow-up question will be sent (unlike the thank you message)

 

Once Finished Configuring Campaign:

Scroll up to the right-hand corner, select the blue ‘Save’ button to save changes

When ready to send the CSAT campaign, select the “activate” button beside it

***Once activated, the CSAT schedule will be enabled for all customers that are a part of the segment you selected

 

To View When the Survey Will Be Sent (by the individual customer):

Select “customer records” from the drop-down menu on the left-hand side

Select the individual customer (in blue)

Select the “to do” tab on the customer record profile

***scheduled survey dates will be available to view here

***keep in mind it will take some time for it to appear in “to do” section after configuration



How To Further Control Who Receives the Survey:

From the individual ‘customer records’ profile, selecting the ‘CSAT Surveys’ ‘enable’ option will allow you to disable or enable receiving the survey

This will disable survey sending to this specific recipient whether they are in the campaign segment or not

 

To disable for individual contacts

Select the ‘...’ icon in the right-hand corner of the customer records individual profile to pull up the contact profile 

From here, scroll down to the contacts box 

Either enable/disable the feature by selecting the ‘...’ option under ‘Action’

Select the corresponding response from the drop-down menu (Disable CSAT Surveys if desired)

 

 

To View Customer Feedback:

Select the ‘Customers’ option from the left-hand drop down menu

Select ‘CSAT Feedback’





Here you can view the recipients' names, campaign type, date received, whether or not a response was seen, and the score reported

You can view specific feedback by selecting individual customers on this menu

Specific feedback details will appear on the right when selected

 

To Write Follow-Up Responses:

Type directly into the ‘Response’ section that opens in the ‘Feedback’ window or select "Load Template" to use a prewritten response.



To Filter Responses/Feedback:

Select the icon in the upper right-hand corner of the ‘CSAT Feedback’ menu

Select the option you would like to filter the responses by


 

To View Individual Customer's Survey/Email Correspondence History:

Select ‘Customer Records’ from the drop-down menu on the left-hand side

Select the individual customer record profile you would like to view

*** email history will be available on the right


 

Here you will be able to see which emails have been opened, feedback results, and follow up emails through the timeline

More Questions?

Look for the chat icon on the right to send us a message, email us at support@armatic.com or give us a call at (949) 424-2875.