With ActiveCampaign’s WhatsApp feature, you can automatically send customer satisfaction (CSAT) surveys when a conversation ends.
This article explains how to set up C-SAT surveys, configure settings, and interpret the results.
Take note
- WhatsApp conversations must be marked as “Resolved” to send a CSAT survey
- The “CSAT survey” setting applies to all WhatsApp conversations
- Each survey answer option is automatically assigned a percentage based on the number of options, with a score of 0.1 to 1 in the final report
Create and send a C-SAT survey
From your ActiveCampaign account:
- Click WhatsApp > Settings.
- Select “Inbox settings.”
- Click the toggle for “Automatically send customer satisfaction question after conversation?”
- The CSAT option will expand, letting you configure the survey:
- Type your message or the question you want to ask customers, such as “Help us improve! How would you describe the service you received today?”
- In the next field, provide example text, such as “See options” or “Select an option”
- Type answer options into the fields provided or use the pre-populated list
- Click the “X” for answer options you don’t want to use
- Click “Add option” to add additional responses. You can have up to ten options
- Provide an answer validation message, such as “Unfortunately, we didn’t recognize that answer. Please answer by selecting one of the options in the menu”
- Optional: Set the maximum number of answer attempts. If a contact or lead hits this limit, the conversation will close. Note: Clicking this option “On” expands a menu where you can set the number of attempts and close the conversation after a set number of hours
- Click “Save Changes”
Now, a CSAT survey will automatically appear on the contact’s screen when the conversation is marked as “Closed.”
When the CSAT survey option is enabled, you will see a “Resolved” status for your conversation instead of “Closed.” If you complete a conversation, you need to manually update the conversation status to “Resolved” to trigger the survey. If you do not want to send the survey, click the “X” to cancel. Once the contact submits the survey, the conversation status will automatically update to “Closed.”
View CSAT scores
You can view CSAT scores in your WhatsApp reports:
- Conversation reports (Summary) page - If a CSAT survey is enabled, the score will appear under “Avg rating.” You can access this report by either clicking Overview under Reports in the WhatsApp section of your account or by clicking WhatsApp > Overview in the Reports section of your account
- Details report - if a CSAT survey is enabled, you will see a CSAT column in the metrics table. You can access this report by either clicking Details under Reports in the WhatsApp section of your account or by clicking WhatsApp > Details in the Reports section of your account