Introduction
Satisfaction surveys are a critical tool for gauging customer satisfaction and improving service quality. Richpanel allows you to seamlessly integrate satisfaction surveys into your customer service workflow. This guide will walk you through setting up a satisfaction survey in Richpanel.
Prerequisites
You must have admin access on Richpanel.
Ensure you have selected the correct brand for which you want to set up CSAT survey if you manage multiple brands.
Step 1: Navigate to Satisfaction Survey
- Log in to your Richpanel account. In the main navigation menu on the left side, click on 'Settings'.
- Within the Settings menu, look for the 'Satisfaction Survey' option, found under the 'Organisation' section.
Step 2: Configure the Survey Settings
- Click on 'Satisfaction Survey' to open the configuration options.
- Switch the toggle next to 'Ask for rating' to ON. This will activate the satisfaction survey feature.
Step 3: Set the Survey Details:
- Enter a title for your rating card, which is the header of the survey.
- Provide a short description or instruction for the survey.
- Select the type of rating you want to use, such as stars or emojis.
Step 4: Refine the Survey Settings:
- If you want to skip the survey for certain conversations or customers, add the relevant tags in the 'Add conversation tags' and 'Add customer tags' sections.
- Choose which channels (e.g., Live Chat, Email) the survey should be available for.
- If you wish to redirect customers to an external site for reviews after they leave a positive rating, turn on the 'Collect reviews on external sites' option.
- Set the minimum CSAT score that prompts redirection, and provide the URL where customers will be redirected.
- After configuring the settings to your preference, ensure to save the changes.
