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AurionAI

Customer satisfaction (CSAT)

4 min readBy Emmanuel Yazbeck

A customer satisfaction (CSAT) survey asks a customer to rate the help they got. AurionAI sends the rating link by email when a conversation is resolved. On the CSAT page you set up the survey and read the answers.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied on the configuration pages.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • A connected email mailbox. AurionAI sends surveys only by email, from your mailbox. Read Connect an email mailbox.

Open the CSAT page

  1. In the sidebar, select Configuration.
  2. Open the System category.
  3. Select CSAT.

The Survey Settings card is at the top. The answers are below it.

The CSAT page with the survey settings.

Set up the survey

  1. Turn Enable CSAT Surveys on or off. Surveys are on by default.
  2. In Survey Delay (hours), enter how many hours to wait before the separate survey email, from 1 to 72. The default is 1. Read When AurionAI sends a survey.
  3. In Survey Expiry (days), enter how many days the survey link stays valid, from 1 to 30. The default is 7.
  4. Optional: in Survey Question, select a language tab and enter your own question. Leave a tab empty to use the standard question in that language. Customers see the question in their language, or the English one.
  5. In Rating Scale, select Stars (1-5), Emoji (😞 😐 🙂 😀 😍), Thumbs (up / down) or NPS (0-10). The default is Stars (1-5).
  6. Optional: turn on Ask detractors a follow-up question. Enter the Follow-up Threshold, from 0 to 10, and the Follow-up Question. A customer whose rating is at or below the threshold sees this question. The default threshold is 3.
  7. Select Save Settings.

AurionAI shows CSAT settings saved.

When AurionAI sends a survey

  • In the resolution email. When an agent resolves a conversation, the Conversation resolved email carries a rating button at once. The contact of the conversation must have an email address.
  • In a separate survey email. When the resolution email did not carry the link, AurionAI sends the Satisfaction survey email instead. It looks for such conversations every two hours, after the Survey Delay (hours). A survey can therefore arrive up to about two hours after that delay. It sends this email only within about one day after the delay, and only while the conversation still has the status Resolved.
  • If the separate survey email fails, AurionAI tries again every two hours until the survey link expires.
  • While no mailbox is connected, AurionAI waits. It sends the waiting surveys after you connect a mailbox, if they are still within this time.
  • Each conversation gets one survey. The customer can answer it once.

To change the text, edit the Conversation resolved and Satisfaction survey templates. Read Notification templates.

Read the answers

Below the settings, the page shows:

  • the Total Responses, the Avg Score, the Promoters (4-5) and the Detractors (1-2);
  • the Score Distribution;
  • the Per-Agent CSAT table, by assigned agent;
  • the list of answers, with the conversation, the rating, the channel, the comment and the date.

To narrow the list, use the Filter Results card. Set From, To, an Agent or a Team, and select Apply.

The promoter and detractor labels count ratings of 4 to 5 and 1 to 2. They fit the star and emoji scales.

Result

The settings apply to the next survey that AurionAI sends. Surveys already sent keep their links and their expiry.

If something goes wrong

  • No survey arrives. Check that surveys are on and that a mailbox is connected. Check that the conversation is still resolved and that the contact has an email address. Look for the Conversation resolved and Satisfaction survey events in the delivery log. Read Delivery log.
  • Failed to save CSAT settings Try again. If the error stays, reload the page and check your values.
  • Failed to load CSAT data Reload the page.
  • A customer says the link does not work. The link has expired, or the customer has already answered.

Still stuck? Submit a request or .