Table of Contents
- What is a CSAT survey?
- What are the benefits of CSAT surveys?
- Where can you take the survey?
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 satisfied are you with the support you received?” and can be answered using a number scale from 1 to 5, with 1 being very dissatisfied 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.
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 dissatisfied. 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 firstname.lastname@example.org and will reference the ticket number in question.