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Enhancing Customer Satisfaction with Aloware CSAT

Enable CSAT survey in Aloware Admin, collect and access CSAT scores for insights. Calculate agent CSAT scores using customer ratings on a scale of 1 to 5 to evaluate performance and improve customer satisfaction.

Enabling a CSAT survey is a crucial step in measuring and improving customer satisfaction for your business. With Aloware Admin, you can easily enable the survey feature and collect valuable feedback to improve your services. This article will guide you on how to enable CSAT and connect it to ring groups, users, and IVR simply and effectively.

Enabling the CSAT survey collects customer satisfaction feedback for specific line calls.

 This allows you to gain insights and make necessary improvements to provide exceptional customer experiences.

  1. Survey Preamble [at the beginning of the call]: "As part of our commitment to improving our services, we will be conducting a post-call survey to gather your thoughts and opinions."
  2. Survey Introduction [at the beginning of the survey]: "Now that our conversation is coming to an end, we kindly ask for a few moments of your time to complete a quick survey."
  3. Survey Question: "On a scale of 1 to 5, how would you rate your overall satisfaction with the service you received today?"
  4. Thank you message: "We appreciate your willingness to participate in the survey. Your feedback is important to us."

It is important to note that CSAT surveys are conducted when the agent ends the call first, while the callee remains on the line. However, if the callee hangs up first, no survey will be conducted.


Enabling CSAT Survey

  1. Login to your Aloware Admin account, and navigate to the Lines menu.
  2. Click the Settings button on your selected Line.4-Jan-24-2024-12-17-07-0168-PM
  3. Toggle on CSAT Survey under the Routing and IVR tab, then click Save.5-4

Finding CSAT Scores

  1. In the Aloware Admin Dashboard

    • Access Table Settings in the dashboard to view and analyze CSAT scores.

  2. In the Contact's Communication Info in Aloware Talk

    • Click on a specific contact and select the call activity in the communication box.

    • Then, click the More Details button to access the CSAT scores.


Navigating CSAT Reporting

  1. To access the Reports menu in your Aloware account, simply navigate to the Reports tab and click on the Settings button.
  2. Select CSAT to open a dashboard showcasing various features:
    1. Agent Score Visualization - View and compare agent CSAT scores easily with a percentage-based approach for straightforward analysis of agent performance.
    2. Graphical Data Representation - Aloware uses bar graphs to visually represent CSAT score distribution, helping to identify trends and outliers in customer satisfaction.
    3. Performance Tracking - Monitor agent performance and identify areas for improvement by tracking total calls and associated CSAT scores.
    4. Custom Reporting - Customize reports with specific date ranges and filters to align with your analysis needs.

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Understanding the Calculation of CSAT Scores

The Customer Satisfaction (CSAT) score is a measure to understand customer satisfaction levels. It's expressed as a percentage, comparing the average customer rating to the maximum score of 5.

  • Collect Customer Ratings
    Collect customer ratings on a scale of 1 (least satisfied) to 5 (most satisfied)2-4
  • Agent Ratings
      1 2 3 4 5
    AA 1 1 1 1 1
    BB 6 2 0 0 0
    CC 0 0 0 0 1
  • Calculate the Average Rating
    Sum up the ratings of 4 and 5, and then divide the sum by the total number of ratings (ranging from 1 to 5).
Rating Scale AA BB CC Sum of ratings Total # ratings
1 1 6 0 7 7
2 1 2 0 6 3
3 1 0 0 3 1
4 1 0 0 4 1
5 1 0 1 10 2
Total       30 14

The formula for Average Rating:

Average Rating = (Total Ratings 4 & 5) x 100% / (Total Ratings)

4 & 5 Total Ratings from 1-5
3 14

Average rating = (3 × 100% ) / (14)

Average Rating = 21.43%

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Interpreting the CSAT Score

A 22% CSAT score means average satisfaction is low, closer to 1 than 5. This helps businesses identify customer satisfaction levels and areas to improve.


Calculating an Agent's CSAT Score

Calculating an agent's average CSAT score is essential for evaluating their performance.

Let's understand how to do this using Agent AA as an example. We will follow the same formula in calculating the overall CSAT score.

To calculate an agent's CSAT "Satisfied" Score, you need to gather all customer ratings. These ratings are on a scale from 1 (least satisfied) to 5 (most satisfied).3-1

Agent Ratings
1 2 3 4 5
AA 1 1 1 1 1

To calculate the average highest score rating (scales 4 and 5), add up the ratings and divide by the total number of ratings (1 to 5).

Similarly, calculate the average rating for scales 1 and 2 to get the average lowest score rating.

Ratings Score Sum of Ratings Number of Ratings
1 1 1 1
2 1 2 1
3 1 3 1
4 1 4 1
5 1 5 1
    15 5

Ave Highest Score Rating = (Total Ratings 4 & 5) x 100% / (Total Ratings 1 to 5)

Total Number Ratings of 4 & 5 Total Ratings (1-5)
2 5

Ave Rating = (2 x 100%) / 5

Ave Rating = 40%

Average Lowest Score Rating = (Total Ratings 1 & 2) x 100% / (Total Ratings)

Total Number Ratings of 1 & 2 Total Ratings (1-5)
2 5

Ave Rating = (2 x 100%) / 5

Ave Rating = 40%

 

In summary, calculating an agent's average CSAT score, considering both the highest and lowest ratings, provides a comprehensive understanding of their performance. By applying this method to Agent AA, we can observe a well-balanced 40% score for both satisfied and least satisfied ratings, which provides valuable insights. This approach is essential for gaining a deeper understanding and enhancing the effectiveness of customer service.