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Electric's Customer Satisfaction Survey

Learn what Electric's Customer Satisfaction (CSAT) Survey looks like, how it is distributed, and how the results are used.

Updated over a year ago

Introduction

A Customer Satisfaction Survey (CSAT) is a key performance indicator for product quality and customer service. For Electric, the CSAT Score is indicative of the level of satisfaction a user has for their interaction with Electric and how a request was handled.

CSAT Survey Distribution

Any employees that have the permissions required to contact Electric for IT support will have the opportunity to provide feedback based on their experience. Surveys for tickets submitted via the Electric User Hub will be distributed via email, while surveys for tickets submitted via chat will be distributed via chat.

Continue reading to learn more about who receives a survey and how frequently.

Survey Participants

Employees that can contact Electric via the Electric User Hub and/or Chat will receive CSAT surveys when their ticket is resolved. Please note, survey distribution via chat is limited for Basic Package customers to the 5 designated points of contact. For Core Package customers, all Electric supported end users will be eligible to receive a survey if they conduct correspondence with Electric via chat in Slack or Microsoft Teams.

Survey Timing and Frequency

Each time an end user opens a ticket Electric, they will have the opportunity to rate Electric. Electric's CSAT survey will be sent to the user once we have confirmed that their request has been resolved.

Feedback Use Cases

Responses to CSAT Surveys are used to calculate Electric’s Net CSAT Score, which is available to view in Turbine via Reporting > Requests Data. This gives you visibility to how your end-users are interacting with Electric and whether they are satisfied with the experience. Check out this article to see which Turbine Users have access to this data.

The scores and feedback captured are stored in an internal database. Electric is invested on continuing to enhance our customer’s experiences and uses CSAT scores and feedback in a number of ways:

  • Performance Management - Helps identify which members of our team are exceeding customer expectations and which may need additional coaching. Our QA Team reviews all surveys that negatively impact customer experience with root cause analysis, customer follow up, and remediation.

  • Product Feature Enhancements - In an effort to drive continued improvements, CSAT surveys are reviewed in order to read what end-users are saying about our platform and services.

  • Customer Health Score - CSAT score is taken into consideration when reviewing overall customer health.

Did you know? You can see a Net CSAT Score based on your end users' feedback in Turbine's Request Data report. Learn more about the dashboard in this article.

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