In this module you can indicate whether you want to send an invitation to customers or contacts via Twitter, Facebook, LinkedIn or WhatsApp to take part in a customer satisfaction survey. By collecting targeted customer feedback you get an insight into the performance of your webcare team. It is up to you how you want to collect customer feedback and the frequency with which survey participation requests are sent. In addition you select the accounts with which requests can be sent so that after a period of time you can measure whether any improvements are experienced as positive. Results of the customer satisfaction survey are integrated in the reporting module. For instance, you can report on a satisfaction score or on NPS (Net Promoter Score).
Activate customer satisfaction survey
Step 1: If you want the customer satisfaction survey to be sent automatically, you must activate the survey. Click on the pencil to open the module.
Please note! KTO via InSocial is free and can be activated immediately. To set up a KTO via one of the other parties, you must have an account with the relevant KTO supplier. For more information, please contact Spotler Support.
Step 2: Click on 'Activate' to then fill in the fields below. Under the general settings, you can click on 'Preview' to view all the questions of the survey.
Please note! When viewing the questions via the preview function, do not click on the save button on the last page. This will send the survey and the result will be included in the report, which will give a distorted picture.
Step 3: In the fields, indicate how often the survey may be sent to someone and how many hours after the first Webcare contact the survey should be sent. Use the slider to determine whether you want to send the survey to all contacts or to a certain percentage of the people with whom there has been contact.
Below that, you have the option to exclude certain groups of contacts so that they never receive a survey. To format the survey in your own house style, set the background color and choose the logo that should be shown with the survey.
Step 4: In the accounts, you indicate for which linked social media accounts (Facebook, Twitter or Whatsapp) you want to use the survey and what kind of message is sent.
Step 5: As soon as you click save, the survey is sent as soon as there has been contact via webcare. In the reporting module, you can analyze the completed surveys from InSocial. You can see the results of the other KTO suppliers in their tool.