Customer Satisfaction (CSAT) is a measure of how products and services supplied by a company meet or surpass customer expectation. The ChurnZero CSAT Survey question is open to complete customization -- so you can tailor this Survey to specific areas of your business or product features, if desired.

Calculating CSAT

Satisfaction Percentage is the key calculated metric. It is the percentage of responses where the survey taker chose a 'satisfied' response choice. A 'satisfied' response is dependent on the number of possible answers:

Blue shaded responses are considered a Satisfied response for each number of answer choices below. This scale applies to all answer choice options -- Rating Text, or Faces.

Note: The Account CSAT calculation does not include Responses that were submitted over 12 months before the most recent Response

For example, if the most recent response for an account is on 1/31/21 -- a response from 1/15/20 would not be factored in to the Account CSAT

Create your CSAT Campaign

To begin creating a new CSAT Campaign, select "Drafts" under Surveys from the main Navigation Bar. This will take you to a list of all of your inactive Surveys. Then click Crate New Survey > CSAT Survey

Survey Settings

This is where you configure the basic settings for your CSAT Campaign.

• On/Off - This controls if your CSAT Survey is running (i.e. actively processing contacts) or Off/Paused (i.e. not processing contacts). We recommend leaving your plays OFF until they are completely ready. Switching the play to ON should be the last action you take to activate a campaign. Additionally, at any point you can turn an active CSAT campaign to OFF, causing all contacts to pause where they are in the flow. No additional contacts will be added to the campaign and contacts within the CSAT campaign will not progress through any more steps.

• Name - The name of your CSAT Campaign will distinguish it on the Active Surveys page. It is also the name that will show in the drop-down when selecting a campaign to run manually for a contact . Make sure your plan names are clear but concise, so they are easy to recognize.

• Description - The description of your CSAT Campaign allows you to elaborate on the purpose of the Survey.

• Type of Campaign
  • Periodic - This is a way to set up a recurring survey that sends to your customers on a regular basis.
    • Recurring - This indicates how often people who are in this campaign will be resurveyed. For example, you might set this at Every 6 Months so the same contact is only surveyed again 6 months after they have taken the initial survey
    • Drip Rate - Surveys can either be sent all at once to everyone in a segment, or they can be dripped. For example, you can Drip over 3 Months, meaning that every day a small percentage of people in the selected segments are surveyed.
    • Note: Contacts that enter a Periodic Campaign after the survey is live will be dispersed throughout the drip rate period.

      The one caveat to this rule would be if the number of total surveys going out is less than the total number of days in the drip. In this case - the new contacts will be added after those contacts that appear in the initial setup.

  • On Segment Entry - This means that a contact will be surveyed when they enter a contact or account segment. There is no drip rate option for this one, so all contacts will be surveyed immediately upon entry.
• Segments - Next you need to choose which contacts will be associated to your campaign. This is done through Segments. Choose which Segments you want associated to this specific campaign
  • Note: Adding multiple Segments here will function as "OR" criteria, meaning contacts only have to qualify for one of the Segments in order to be entered into the survey campaign. For "AND" criteria, the Segments would have to be combined into one with all filters.
• Day To Send - Choose Business days only or any Calendar day. Note that this setting dictates how wait times are calculated for your Reminders (if applicable -- see Reminders section below)
• Time to Send - The time you want to send the survey to the contact.
• Timezone - The timezone in relation to your "Time To Send".
• Unsubscribe Link in Emails - If you want surveys sent via email to include an unsubscribe message +  link, this setting should be YES. It is a Campaign-level setting, meaning all email surveys from that Campaign (initial + reminders) will or will not include the unsubscribe message + link based on this setting. 
  • If YES, ChurnZero will automatically include the same unsubscribe message + link that is used in emails that are marked as Type = Marketing in Playbooks.
  • If NO, then the email acts as a Transactional type, meaning unsubscribe status is irrelevant.

You can customize some elements of this message and link under Admin > Email Settings. 

• If a contact unsubscribes from a CSAT email, their "Marketing Email Status" will be updated to "Unsubscribed". This same attribute is updated by unsubscribes from Marketing emails. In other words, when a contact unsubscribes from a CSAT email or a Marketing email, they will no longer receive CSAT surveys via email nor Marketing emails. 
• IMPORTANT: The ability to unsubscribe is specific to email; contacts cannot unsubscribe from in-app content or surveys. If your CSAT Campaign includes surveys via email and in-app, unsubscribing will only remove them from email surveys. They WILL still receive in-app surveys. 
  • If you also don't want contacts to receive in-app surveys if they unsubscribe, you'll need to include Marketing Email Status = Subscribed as a filter in the Segment(s) controlling your CSAT Campaign. 

You will have two options for how to distribute your survey, In-App Announcement or Email.

In-App Announcement

Send surveys to your clients right within your own application!

• Decide how the Survey will display (pop up, slider, or in Success Panel Only).
• Choose the displayed Sender. This can be a selected ChurnZero Account User, or personalize it to come from an Account Role (i.e The Account's Customer Success Manager or Owner).
• Set how much time should pass before an unanswered survey expires.
• Your Global In-App Announcement Style Settings will apply to your in-app survey. 

Email

This option allows you to send out the Survey via an email. Select if you want use a branded template for the email, the email subject line, as well as who you want the email to come from.

Add Reminders

Determine if you want to include any Reminders. A reminder is meant to go out some time after the initial survey as a means to increase the likelihood that the survey will be responded to. Reminders can be both In-App Announcements and Email.

Note: Reminder wait times count days -- and ultimately send on days -- in accordance to the setting you choose in the Day to Send field (described above)