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Automated Customer Satisfaction (CSAT) Feedback

Description

Customer Satisfaction (CSAT) surveys provide direct insights into how clients feel about their recent interactions with your team. This milestone automates the process of collecting CSAT feedback, allowing you to measure satisfaction consistently after key service touchpoints, such as ticket resolution or project milestones. Responses are logged in HubSpot, where they can be tracked and analyzed to identify trends, address issues, and celebrate successes. By automating CSAT feedback, you create a seamless way to improve service quality and maintain high levels of customer satisfaction.

Process Summary

  1. Survey Design: Create a simple CSAT survey with a satisfaction rating scale (e.g., "How satisfied were you with your experience?") and an optional comment box for additional feedback.
  2. Automation Setup: Configure workflows to send CSAT surveys automatically after specific events, such as ticket closure or onboarding completion.
  3. Feedback Logging: Set up HubSpot properties to capture CSAT scores and comments, ensuring the data is easy to access and analyze.
  4. Dashboard Development: Build dashboards to monitor CSAT scores, identify trends, and highlight areas for improvement or success.
  5. Follow-Up Workflows: Automate alerts or tasks for team members to follow up on low CSAT scores, ensuring immediate attention to dissatisfied clients.
  6. Testing and Refinement: Test the survey and workflow system to ensure smooth operation, accurate data capture, and actionable feedback.

Requirements

  • Input on timing and key touchpoints for sending CSAT surveys (e.g., post-ticket resolution, quarterly reviews).
  • Collaboration to finalize survey design and satisfaction scale.
  • Identification of team members responsible for follow-ups on low scores.
  • Feedback during testing to confirm workflows align with operational goals.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Consistent collection of CSAT feedback at critical service touchpoints.
  • Actionable insights to address client dissatisfaction and improve service quality.
  • Real-time alerts for low satisfaction scores ensure timely follow-ups.
  • Enhanced visibility into satisfaction trends for better decision-making.