AI-driven Customer Satisfaction (CSAT) Surveys to Improve Customer Experiences

Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with a product, service, or specific interaction. It is typically calculated by asking customers to rate their satisfaction on a scale, such as 1-5 or 1-10, right after a purchase or interaction. CSAT is important because it provides immediate insights into customer satisfaction levels, helping businesses identify areas for improvement, reduce churn, and enhance the overall customer experience.

Creating a CSAT survey with Zonka Feedback is straightforward. Use the drag-and-drop survey builder to add a CSAT question, which asks customers to rate their experience on a predefined scale. To gather deeper insights, you can add open-ended follow-up questions for customers to elaborate on their ratings. Zonka Feedback also offers customizable survey templates that you can use to quickly create effective CSAT surveys that collect actionable feedback.

Absolutely! Zonka Feedback allows extensive customization of CSAT surveys. You can personalize the survey questions, add your company’s branding, and use survey logic to show specific questions based on a customer's responses. For instance, you can ask follow-up questions only if a customer gives a low score, helping you understand the reason behind the dissatisfaction. Additionally, you can add skip logic to create a more dynamic survey flow.

Zonka Feedback supports multiple distribution channels, making it easy to collect feedback from customers at different touchpoints. You can send CSAT surveys through email, SMS, in-product pop-ups, mobile apps, or website widgets. By leveraging these channels, you can reach customers where they are most likely to engage, improving response rates and gathering valuable feedback throughout the customer journey.

Zonka Feedback's automated workflows make it easy to close the feedback loop. When a customer submits a low CSAT score, you can set up workflows to automatically trigger actions like sending follow-up emails, opening a support ticket, or escalating the issue to the relevant team. The platform’s case management tools help track the resolution process, ensuring no customer feedback is overlooked.

Yes, Zonka Feedback allows you to seamlessly combine CSAT, NPS, and CES surveys in a single platform. This enables you to measure customer satisfaction (CSAT), loyalty (NPS), and effort (CES) across different touchpoints of the customer journey. By integrating these metrics, you can gain a comprehensive view of your customers' experiences, helping you make data-driven decisions to improve satisfaction and boost overall customer loyalty.

Zonka Feedback offers you advance reporting capabilities to easily view, track, and analyse your survey responses and customer data. Here are a few types of reporting features you get with our Customer Satisfaction Survey Software to collect actionable feedback:

1. Snapshot Report - Overview report to get quick summary and analysis of Customer Insights.

2. Response insights - Get insights and analysis of all survey responses and CX metrics (NPS, CES, and CSAT).

3. Location Insights - Analyse and compare performance and scores based on locations.

4. Team Performance Report - This allows you to get analysis and comparison of team member performance on each question and metrics.

5. Response Inbox - See all your feedback and survey responses in real-time with option to apply filters.

6. Trends Report - View and analyse how survey responses and metrics have changed over time.

7. Text Analytics - Make meaning of open-minded responses, comment boxes, and unstructured text data.

Yes, Zonka Feedback's survey distribution opportunities comes with key features that enable you to display Customer Satisfaction Surveys on your website throughout customer journey. You can also choose how to send Likert scale surveys and feedback forms to the customer base as the platform offers multiple survey widgets to choose from, depending on your need and survey requirement. With our Customer Satisfaction Software, you can get started with online surveys, mobile surveys, and so on. Here are a few types of Survey Widgets you can use to collect CSAT feedback.

1. Website Popup Survey - These online surveys appears on the website inside a pop-up and can be targeted towards a specific set of visitors based on interaction for example, a post-purchase pop-up survey.
2. Website Feedback Button Survey - This type of survey encourages feedback from the website visitors since the visitors usually click on it only when they have valuable feedback to share.
3. Slide Up and Bottom Bar Survey - A Slide Up survey appears from the bottom of the web page as an overlay. They can be set to appear based on user activity or time. Similarly, a Bottom Bar Survey is a button placed on the bottom right or left side of your webpage. These are great for collecting feedback on Website Content, Design, Product Quality, Shopping Experience, and more.
4. Embed and Link Survey - Embed  Surveys and feedback forms can be directly added to your website. A good example of this would be a simple rating scale survey at the end of an article or a blog, asking the readers to rate the informativeness of the content. Similarly, Link Surveys can also be added anywhere among the website content allowing visitors to click on the link and take relevant survey.
5. Exit Intent Survey - Exit intent are a type of pop-up survey that get triggered when the visitor is trying to leave the website. You can ask them for their reason for abandoning their search or purchase.

With Zonka Feedback, you can choose from various CSAT question formats to fit your audience's preferences. Common formats include numeric rating scales (1-5 or 1-10), where customers select a number indicating their satisfaction level, star ratings, which offer a visual representation, and emoji ratings, which make the survey more engaging by using emoticons to express satisfaction. Each format can be customized to suit your brand style and survey needs, making it easier for customers to provide feedback.

You can integrate CSAT Survey Tool with CRMs, Help Desk, Marketing Tools, and other Customer Service tools including HubSpot, Zendesk, Freshdesk, Make, HelpScout, Pipedrive, Mailchimp, Salesforce, WebEx, Slack, and more to send periodic satisfaction surveys to your customers via email, SMS, website, in-product, and so on, and sync feedback into your tool in real-time.

You can also integrate CSAT Survey Software with Zapier or Make as well as build your own custom integrations with APIs and Webhooks. Zonka Feedback helps in building integrations as well depending on your plan.

Yes, you can use your existing Help Desks and CRMs to send CSAT surveys with our CSAT Customer Survey Software. Zonka Feedback allows integrations with your existing tools for seamless customer experience management. It also enables creation of custom integrations using APIs and Webhooks.

Zonka Feedback is among the best Customer Satisfaction survey tool that allows you to automate Customer Feedback Management with real-time alerts and notifications. You can easily set up alerts for low CSAT feedback and get instant notification. This way, you can equip your team with data for faster action for unhappy customers, improve customer retention, close the feedback loop faster and boost business performance.

Zonka Feedback Customer Satisfaction Software offers you multiple alternatives for CSAT questions in its survey templates to embed in your customer surveys.

1. Smiley Rating
2. 5-Star Rating
3. Hearts Rating
4. Circle Rating
5. CSAT Button
6. CSAT Likert Scale
7. Picture Rating

Yes, you can easily sync back data from Zonka Feedback's CSAT surveys back to your Help Desk to give your team transparency into user satisfaction. Our software solution makes it easy for you to connect your Customer Service tools like Zendesk, Freshdesk, Intercom, etc., so you can trigger surveys. and response-based actions throughout customer journey.

So, once you send surveys to your customers, you can sync back the data to your Customer Service tools and view them in Contact Attributes.

Yes, you can embed an CSAT question in your Email Survey. You can either embed in the survey body, in-signature, trigger via integrations and more within a few minutes.

You can use CSAT surveys in various contexts and industries to gather feedback and measure customer satisfaction. Here are some common areas where CSAT surveys can be employed:

1. E-commerce and Retail: Use CSAT surveys to evaluate customer satisfaction with online shopping experiences, product quality, shipping, and customer support.
2. Customer Support: Assess the quality of customer service by sending CSAT surveys after interactions with your support team, whether through phone, email, live chat, or in-person.
3. Software and Apps: Collect feedback from users to gauge their satisfaction with software applications, mobile apps, or digital platforms.
4. Hospitality and Travel: Measure guest satisfaction in hotels, restaurants, airlines, and travel services to identify areas for improvement.
5. Healthcare: Assess patient satisfaction in healthcare settings, such as hospitals, clinics, and doctor's offices, to enhance the quality of care and services.
6. Education: Use CSAT surveys to evaluate student satisfaction in educational institutions, from K-12 schools to colleges and universities.
7. Financial Services: Gather feedback from banking and financial services customers to ensure a positive experience with services like banking, loans, and investment products.
8. Automotive Industry: Measure customer satisfaction with car dealerships, auto repair services, and vehicle purchases.
9. Restaurant and Food Services: Use CSAT surveys to gauge diners' satisfaction with restaurant experiences, food quality, and service.
10. Employee Satisfaction: While not strictly for customers, CSAT-like surveys can also be used to gauge employee satisfaction and engagement within organizations.

In essence, CSAT surveys can be applied in almost any situation where you want to understand and enhance the satisfaction of your customers, clients, or users. They provide valuable data for making improvements and delivering a better experience.