The satisfaction survey sent to each visitor at the end of a chat has been to redesigned to provide visitors a more fluid experience and to measure clear and recognized indicators in the market.
Measure customer satisfaction in 3 steps
Customer Satisfaction
This step measures the satisfaction generated by the conversation the visitor had with an ibbü expert.
- In practice, what difference does it make?
Your rating is now global, and no longer takes into account the 3 specific elements such as reception, response time or response quality.
In concrete terms, our experience curve on this new system is still low, however we ran a test on a part of your conversations, and we have seen an overall decrease in satisfaction rates, not because the conversations are less well-conducted, but simply because the calculation scale is different.
Don't worry, you are warned, the brand and us too;) We will of course closely monitor this new notation and will keep supporting you so it remains up to the expectations!
Net Promoter Score
The Net Promoter Score, or NPS, measures the brand's chances of being recommended by its customers to their relatives or colleagues.
When the NPS is offered, the visitor can select a score from 0 to 10.
This allows you to classify the customers into three categories:
- 9 to 10: the promoters. These customers are satisfied. They are likely to recommend the brand.
- 7 to 8: liabilities. These customers are neutral. They will not express themselves in a negative or positive way about the brand.
- 0 to 6: the detractors. These customers are not satisfied. It is likely that they will express their dissatisfaction.
- In practice, what difference does it make?
This score does not impact the calculation of your satisfaction, it is a score that is intended for the brand to evaluate the experience offered to visitors.
The indicator will in fact reflect your ability as experts to positively engage visitors, you will not have access to the data on your desk.
Free comment
Last but not least, this final step proposes an open-ended question for visitors to freely express themselves about their user experience. It allows the brand to identify the elements that generate excellent satisfaction and conversely, those that generate dissatisfaction.
- In practice, what difference does it make?
Nothing at all! We will share them with you regularly, as we already do today:)
⚠ This feature is currently being gradually deployed.