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      Customer Satisfaction (CSAT) Survey - Introduction

      Find out what your customers really think with our anonymous CSAT survey.

      What is a Customer Satisfaction (CSAT) Survey?

      CSAT survey is a quick, easy and automated way for you to collect genuine feedback from your customers.

      CSAT is totally anonymous, but Class Manager guarantees it is only available to your customers, giving you the most valuable feedback.

      Who can complete a CSAT Survey for me?

      If you enable CSAT Survey we will email customers who meet the following criteria;

      • Customer is at least 6 months old (from date of creation).

      • At least 6 months since each customer last received a CSAT.

      How do I turn on the CSAT Survey Feature?

      1. Click < to the right of Customers.
      2. In the expanded menu click Satisfaction (CSAT).
      3. Locate Enable CSAT and toggle it to on.

      How does someone complete the CSAT Survey?

      Each customer who meets the above requirements will be sent an email directly from Class Manager. 

      They have 1 month from the date the survey is received before the invitation expires.

      Once they have selected the score they will be taken to the portal response page to complete their survey.

      Throughout the survey, respondents are reminded that all responses are kept anonymous.

      Anonymity is important to ensure that you yield the best value responses.

      How can I view my CSAT responses?

      1. Click < to the right of Customers.
      2. In the expanded menu click Satisfaction (CSAT).

      You will be greeted with your dashboard that shows the survey response rate, total invitations, total responses, CSAT score, etc.

      How is a CSAT Score calculated?

      Your CSAT score is calculated on the satisfied (rating 4 or 5) over the total number of respondents.

      For example, if you received 5 responses, as follows;

      1 x 1/5

      1 x 2/5

      1 x 3/5

      1 x 4/5

      1 x 5/5

      You would have 2 satisfied responses (the 4/5 and 5/5) with a total of 5 responses.

      Your CSAT score would be 40% (2 satisfied divided by 5 total responses).

      NB. Your CSAT score is only based on responses in the last 12 months and only takes into consideration the latest score given by a customer to give a clear indication of the my recent position.

      Any Class Manager admin can view the CSAT Dashboard and reports.

      Can my staff view the CSAT scores?

      If you wish to view them as a Staff member, you will require the correct permissions.

      • Customer: Customer_csat permission 

      For more information about staff permissions, please go here.