Satisfaction Surveys

Satisfaction surveys let you gather data on how your agents are doing in resolving cases The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Digital Experience (DX) offers a few options for satisfaction surveys: 

Survey Type	Description	Agent Type	How it displays	Supported Channels
Omnichannel Digital Survey	At the end of an interaction, a virtual agent sends a survey in the same channel used for the interaction. You create your survey once, and each channel has it's own button and drop-list to gather feedback. Feedback Management omnichannel digital survey sends questions as messages and contacts The person interacting with an agent, IVR, or bot in your contact center. respond with messages. You can configure quick replies and list pickers to make it easier for contacts to answer questions. Hierarchical data restriction not yet supported.	Live or virtual agent	View and edit directly from digital channel Any channel, contact, or skill associated with Digital Experience (DX).	All text-based digital channels, but recommended for digital chat channels, WhatsApp, and Facebook Messenger. Email survey invitations should always be sent directly from Feedback Management. CXone email is supported but surveys sent via email may be flagged as spam.
Web Survey Embedded in Chat	Presents a Feedback Management survey directly in digital interactions using an iframe.	Live agent	View and edit directly from channel	Digital chat channels
Third-party Survey	Sends contact a link to a Feedback Management or third-party survey. Do not choose this option if you need to include PII on the contact record because all contact fields appear in the browser URL.	Live agent	URL opens in new browser window or tab	All Digital Experience (DX) channels, everything but email
Feedback Bot	If you use Bot Builder for unassisted interactions, you can use a Bot Builder skill to incorporate a Feedback Management survey into digital text channels .	Chat bot	View and edit directly from channel	Digital chat channels

You can also configure a simple survey within Digital Experience (DX). However, this survey option is no longer recommended. The data from a simple survey only appears in legacy CRM reports, which are being deprecated. You can only have one of these Digital Experience (DX) surveys at a time. If you want to use more than one survey or have more complex surveys, you must use Feedback Management or a third-party or custom integration option.

Product Requirements

To create a digital survey, you must have at least one text-based digital channel. For some Feedback Management survey types, you must also complete configurations in Digital Experience (DX) to offer them to customers. Configuration in Digital Experience (DX) is required for the following survey types:

• Links to a Feedback Management or third-party survey.

• Feedback Management surveys presented directly in digital interactions using an iframe.

• With Feedback Management, you can present a survey directly in the case window following a Digital chat interaction.

To automate the sending of surveys, you must create a workflow automation job for each survey. Then, configure the triggers and conditions that prompt Digital Experience (DX) to execute the job. You can also pull the survey into a chat channel with JavaScript.

Digital Experience (DX) sends the survey to cases created after the date when you activate the survey. If you disable a survey, any surveys still in the queue are not sent.

Omnichannel Digital Survey

Before you create a digital survey, make sure

Link to Web Survey

Create any custom fields and assign them in Studio before creating the survey in Feedback Management.

1. Create and style a web survey in Feedback Management.

2. In Feedback Management, open the survey.

3. Go to Distribute > Via Link.

4. Click Create.

5. Make sure the For Language drop-down is set to All.

6. Click Manage Contact Fields. Customize the contact fields as needed. The contact field names will appear in reporting. When you create a contact field, provide an internal name. Copy the internal name you choose for later use. You can only use the following variables in your integration with Digital Experience (DX): Case ID, Channel ID, Channel Name, Agent Name, Locale Code.

   1. To pass any additional fields, you must first create a custom field.

   2. Once, you've created the custom fields, open Studio to assign them.

   3. Open Update Custom Field.

   4. Add values for the following:

      • FieldTarget: Enter the contact.

      • FieldID: Enter the custom field name.

      • FieldValue: Select the skill you want to assign it to.

      When assigning a contact to a skill, update this custom field with the appropriate skill name or ID. Ensure that this field is updated via Studio whenever a contact is assigned to a skill.

   When you create custom fields, make sure they are Set as optional. This prevents the contact from being asked for a value when one isn't available.

7. If you included an Interaction ID in the previous step, select the Personalized Links checkbox to limit personal links to one survey per interaction ID.

8. Under Contact Fields, select whether you want the survey to be anonymous.

9. Click Publish to publish the survey.

10. Click Copy Link.

11. Save the link somewhere to use later.

Third-Party or Custom Integration Satisfaction Surveys

Digital Experience (DX) can integrate with Feedback Management and third-party survey tools. It also has an API you can use if you want to create a custom survey. These options are helpful if you want to use more than one satisfaction survey or surveys that are more complex than the standard survey.

When your third-party or custom integration surveys are ready, you need to configure Digital Experience (DX) to send them. Automating these surveys is the same as for standard surveys. You'll need to provide the URL for the survey when you create the job. You can have the standard survey and one or more third-party or custom surveys. Each survey you use needs to have its own job and trigger.

Create a Simple Satisfaction Survey

When you create a Digital Experience (DX) survey, you define what it will look like and the questions it asks. You can also include your company logo.  After you create the survey, you need to configure Digital Experience (DX) to send it to customers.

This survey offers two metrics you can choose from:

• NPS: Net promoter score (NPS) offers the contact a scale of 1 (least likely) to 10 (most likely). 

• CSAT: Customer satisfaction (CSAT) offers the contact a scale of 1 (best) to 5 (worst).

For either metric, you can add one or more questions for contacts to answer. These questions can use the metric you selected or they can be questions with a choice of two answers. For example, you could add some questions with yes or no answers.

1. Click the app selector and select ACD.

2. Go to Digital > Satisfaction Surveys.

3. Click the NPS or CSAT box to select the metric you want to measure with your survey. Don't click the radio button; click the box around it.

   Learn more about these metrics

   Field	Details
   Net Promoter Score (NPS)	When you select NPS, your survey includes a scale that ranges from 0 (Most unlikely) to 10 (Most likely). You can organize responses into categories using common NPS rankings. For example, Detractors (0-6), Passives (7-8), and Promoters (9-10). Then you can subtract the percentage of detractors from the percentage of promoters to determine your overall NPS.
   Customer Satisfaction (CSAT)	When you select CSAT, your survey includes a scale that ranges from 1 (Best) to 5 (Worst). This allows you to see possible trends in satisfaction for certain agents or channels. You can also combine scores to get a feel for how your organization as a whole is doing in meeting customer needs.

4. Enter {{{URL}}} in the Message text and Email HTML template. These fields are no longer used to determine the message text, but you cannot save the survey if they are blank. You will add the message text that the customer sees when you automate this survey.

5. To add your organization's logo to the survey, click Choose File and upload your logo. In the image above, The Jungle at Classics logo is selected for the survey.
6. Enter a Caption, Headline text, and Public Title. If you don't enter your own values, the survey will display the default content shown in those fields.
7. If you want to customize the labels that show on the rating scale, enter your label text in the Scale fields.
8. Enter the Button text. This is the label that appears on the button that the customer clicks to submit their response.
9. Click Save.
10. If you want to include more questions in your survey, click Add.
    1. Enter the Additional questions.
    2. If you want this question to have two answers customers can choose from, select This is a closed question. For example, you could make it a yes or no question. Enter the text for Answer 1 and Answer 2.
    3. Click Save.
11. When the survey is complete, click Save at the bottom of the Satisfaction Surveys > General page.

Automate a Survey

Automating a survey involves using workflow automation. You can create a Send Satisfaction Survey job and use triggers and conditions that tell Digital Experience (DX) when to execute the survey job. The trigger defines the event that causes Digital Experience (DX) to test the conditions to decide if it should execute the job.