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Important info for Customer Marketers & Community members
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Hi! CSAT question(s) for you all! 1. How often are you sending? Do you send quarterly or after a specific event? 2. If sending in bulk via your ESP - what do your open rates/ click rates look like? Appreciate hearing what you all have to say!
Curious to hear everyone's input on this. Here's a bit of perspective from my experience running Net Promoter Score (NPS) surveys -
At a previous company, users were eligible to be sampled once per 90 days. But we didn't send to everyone who qualified but rather to a random subgroup due to limitations on our platform. The surveys were sent through an in-app popup, so only users who were actually logged on received them
Our overall response rate was 6.5-7.7% for leaving a rating. ~2% of recipients left both a rating and a comment. Previously we were way, way over sampling and our response rate was ~1.something% with many comments complaining about the survey haha.
We reserved the term "CSAT" for surveys sent in response to specific engagements e.g. after a call with customer success, after a chat, etc. whereas NPS was sent as a general pulse check.
Great insight @Michelle Lee! I am hoping we can move our CSAT/NPS to a more omni channel approach where we catch you in our admin portal or via email if you aren’t a portal admin. Basically find where you are instead of guessing where you might respond to us from.
I'm a fan of using CSAT for a specific transaction, and if I have to use NPS, then random sampling each quarter. I've seen it done via survey, via community, or via product using some in app
@Maria Braune Yeah, omni-channel makes a lot of sense. We were only surveying in-app, which means we had built-in bias towards users who were actively on the platform. And collecting data from admins vs non-admins will also give you another layer of analysis
@Kristine Kukich ditto!
Coincidentally, last night I got a call from a our local pizza chain asking if I had a good experience. The first thing that popped into my head was, wow a real-life CSAT survey!