Net Promoter Score (NPS) Survey: Net Promoter Score (NPS) is a metric used to measure customer loyalty. It assesses customers' likelihood to recommend a product or service to others on a scale of 0 to 10.
| EVENT | SURVEY TEXT | EXPECTED REPLY |
| Welcome message | How likely is it that you would recommend us to a friend or colleague? Please speak a number from ten to zero, where ten is extremely likely to recommend and zero is not at all likely to recommend. |
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| Feedback acknowledgment and follow-up open comment question | Thank you. Is there anything else you'd like to tell us about your experience? | The customer is expected to reply by providing an open comment. |
| Invalid response | We're sorry, but we didn't understand your answer. Please speak a number from ten to zero. |
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| Final feedback acknowledgment | Thank you for your survey responses. Your feedback is important to us. Goodbye. | None, this step closes the process. |
Customer Satisfaction (CSAT) Survey: Customer Satisfaction (CSAT) is a metric that measures customers' contentment with a specific interaction or experience. It typically uses a scale of 1 to 5 to evaluate overall satisfaction.
| EVENT | SURVEY TEXT | EXPECTED REPLY |
| Welcome message | We'd like to know more about your experience today. From 1-5, how would you rate your experience? 1 being bad and 5 being good. For example: Say 5. |
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| Feedback acknowledgment and follow-up open comment question | Thank you. Is there anything else you'd like to tell us about your experience? | The customer is expected to reply by providing an open comment. |
| Invalid response | Your response is not valid. Please rate your experience from 1-5. 1 being bad and 5 being good. For example, say 5. |
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| Final feedback acknowledgment | Thank you. I'll pass this feedback on to the team. Goodbye. | None, this step closes the process. |
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