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    Customer Journey Optimizer
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  • Qualtrics Social Connect
    Qualtrics Social Connect

CSAT and NPS® Score Cards (QSC)

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About CSAT and NPS® Score Cards in Social Connect

Social Connect allows you to send customer satisfaction score cards (CSAT) and net promoter score (NPS®) score cards to customers to help your business understand the quality of the customer service it provides. The customer’s response is captured and detailed statistics are shown so you can improve on your CX program.

Customer Satisfaction Score (CSAT)

CSAT is designed to measure how happy or satisfied a customer is with your business, your product, or your team by answering with a 5 point scale score from “Very dissatisfied” (1) to “Very satisfied” (5).

CSAT scores are expressed as a percentage scale, where 100% means total customer satisfaction and 0% means total customer dissatisfaction. The CSAT scores you see on your Dashboards and Insights section are calculated via the following formula:

(Number of satisfied customers (4 or 5)/ Number of survey responses) x 100 = % of satisfied customers
a question asking the customer to rate their experience from very dissatisfied to satisfied

Net Promoter Score (NPS®)

Net promoter score®, commonly referred to as NPS®, is a customer loyalty metric that gauges how willing a customer is to recommend a product or service. See the linked page for more information about this metric.
An NPS question asking the customer on a scale from 1-10 how likely they're to recommend the company to a friend

Creating CSAT and NPS® Score Cards

  1. Go to Account settings.navigating to the canned responses section of account settings and clicking add response
  2. Click Publishing.
  3. Select Canned responses.
  4. Click Add response.
  5. Select Add CSAT response or Add NPS® response depending on which score card you want to add.
    choosing to add either NPS or CSAT
  6. Update all fields to your preferences.choosing the question settings and saving it
    • Name: Give your canned response a more descriptive name to easily find it again in the selection dropdown.
    • Text: The message you’d like to use and re-use as a canned response.
    • Add personalization: You can add personalisation to the text response. These variables will be substituted with the actual value from who you’re replying to.
    • Question Variant: Choose which question variant you want to use when sending a CSAT score.
  7. Click Add.

Distributing CSAT and NPS® Score Cards

Score cards can be sent out in two ways:

  • Manually: Use the canned responses button in the inbox to send out a scorecard at the end of a conversation.
  • Automatically: Send an automatic CSAT/NPS® response when resolving a case that was made through an Auto Case Creation Rule.
Qtip: You can only send 1 CSAT or NPS® response to a unique customer per 24 hours.
Qtip: If using Facebook, make sure that https://app.engagor.com or https://us.engagor.com is allowlisted in the Advanced Messaging section of your Facebook settings.

Filtering

It is possible to filter on scorecards by using the Feedback category in the filter section. Available filter fields include:filtering by feedback

  • CSAT question: Select one (or more) of the available CSAT questions.
  • CSAT rating: Filter on specific ratings by setting a range between 1 – 5.
  • Feedback type: Filter on CSAT Questions, CSAT ratings, NPS® questions and/or NPS®
  • NPS® question: Select one (or more) of the available NPS®
  • NPS® rating: Filter on a specific rating by setting a range between 1 – 10.
Qtip: Scorecard widgets are available in the Insights section as well as on dashboards by using a custom widget.