CSAT surveys are a commonly used method for tracking how happy customers are with your products and services. CSAT measures customer satisfaction by asking two simple questions: “How was your recent conversation with Company Name?” and, “How was your agent from Company Name?” Recipients provide an answer on a scale of 1 (Terrible) through 5 (Amazing).
The results are two scores: the Satisfaction score, which rates customer satisfaction with the company, and the Effort score, which rates customer satisfaction with the agent. The scores are calculated and displayed on the results tab of the survey, where Textline users can also view the scores by department, agent, or a combination of both.
If you're interested in trying CSAT out, you can do so in the survey section of the Textline application. If you're new to Textline and want to explore CSAT, feel free to text us at +1 (415) 849-4349 and let us know that you'd like more information on surveys.