In Zenvia Customer Cloud, the Satisfaction Survey is a feature that allows you to measure how satisfied your customer is with the service they received from your company. By using it, you can obtain data and evaluations to provide improvements in customer service.

We offer two types of satisfaction surveys for users to include in the chatbot: NPS and CSAT.

The NPS or Net Promoter Score survey is a metric used to measure the level of customer satisfaction with your company's products and/or services, as well as the likelihood of them recommending your brand to others. This survey is based on strategic questions, for which customers must rate from 0 to 10, where 0 is something like "very low/would not recommend" and 10 is "very high/would definitely recommend."

On the other hand, CSAT, Customer Satisfaction Score, which stands for customer satisfaction index, allows you to understand how the customer perceives your product or service, helps identify areas for improvement and process enhancements. Through the perception scale, with "1, extremely dissatisfied" and "5, extremely satisfied."

How to access

The Satisfaction Survey content is available in the Constructor, and to access it, simply click on the three dots of the block or anywhere on it. This will open the Block Details modal, then follow these instructions:

1. Click on Add content > Data Input > Satisfaction Survey.
2. Choose the Satisfaction Survey option.
3. In the Type field, select whether you want NPS or CSAT.
4. In the Question field, type the question related to the chosen survey. Commonly when choosing NPS, for example, the question asked is: "On a scale of 0 to 10, how likely are you to recommend our services? Where 0, no, would not recommend and 10, yes, would recommend." For CSAT, for example, the commonly asked question is: "From 1 to 5, how satisfied are you with our service?"
5. Finally, click outside of this open block to save. Done! Satisfaction survey included.