Table of Contents
- Overview
- What is a CSAT survey?
- What are the benefits of CSAT surveys?
- Where can you take the survey?
Overview
You might have noticed that we recently changed the way we request feedback on support tickets to use CSAT (Customer Satisfaction) surveys. We wanted to take some time to explain what a CSAT survey is, the benefits of the survey and where you can take the survey to provide feedback.
What is a CSAT survey?
As previously mentioned, CSAT is short for Customer Satisfaction. It is a performance indicator used to track how satisfied a partner is with the support they received from the NMI support team.
Our CSAT survey asks the question “How would you rate the support you received?” and can be answered using a number scale from 1 to 5, with 1 being very unsatisfied and 5 being very satisfied. There is also a second open-ended follow-up question where you can tell us the reason for your score. For negative ratings, you can also select a reason for your experience.
Here is an example of the survey:
What are the benefits of CSAT surveys?
The major benefits of a CSAT survey are that they’re relatively quick to take and provide us with a better understanding of how our partners feel about the support they received.
We strongly encourage you to also fill in the open-ended follow-up question to give us a better understanding of why you were satisfied or unsatisfied. We look through every single response in order to help and improve the overall experience.
Where can you take the survey?
Our CSAT survey is automatically sent to the requester of a support ticket 24-hours after the ticket has been marked as solved. Be sure to keep an eye out for our survey which will be emailed from support@nmi.com and will reference the ticket number in question. The email will contain the following text:
Hi {Name},
Thank you for contacting our support team! We hope your experience with {Ticket Subject} was smooth.
Your feedback is incredibly valuable and helps us continually improve. When you have a moment, please let us know how we did:
{CSAT}
We really appreciate your time and insights!