Michelle Lee

#announcements - November 08, 2023 at 03:04 PM

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_!

#announcements - November 08, 2023 at 03:02 PM

@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!

#announcements - November 07, 2023 at 08:06 PM

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.

#jobs - October 05, 2023 at 05:20 PM

I'm looking for something remote or hybrid from Toronto 🙂