Chatbot CSAT

How does it work?

The Heyday Chatbot CSAT is designed following best practices in the market, and follows a standardized 5-point scale with stars. It promotes:

  • Unbiased scale & wording 👍

  • Odd-numbered scale 👍

  • Neutral midpoint 👍

How will the chatbot react to the CSAT?

When offered to 'Leave a rating' the customer will choose the star rating and will have the option to leave a comment.

For a customer review of 4 or 5 stars (Good or Very good)

For a customer review of 3 stars (Neutral)

For a customer review of 1 or 2 stars (Poor or Very Poor)

Benefits

The chatbot CSAT is a metric that allows you to answer the important questions regarding your customer's experience and be one step ahead in identifying what and how to enhance the experience.

  • Chatbot performance -> How easy is it to use the chatbot? -> How are the customers interacting with it? -> What topics is the chatbot handling well?

  • Relationship between customers and the chatbot -> Are your customers feeling listened to? -> Are your customers being understood?

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