TABLE OF CONTENTS


What is a CSAT?


In customer service, CSAT stands for Customer Satisfaction Score. It is a commonly used metric to measure how satisfied customers are with a product, service, or interaction they have with a company.


Our goal is to connect with current Amazon, Shopify, and Walmart customers who have positively interacted with us, encouraging them to leave a review on Amazon. By reaching out to customers we've already engaged with or who are satisfied with our solutions, we aim to increase the number of reviews. 


The CSAT closing survey should be sent after a final resolution (such as a refund or replacement) is offered to customers meeting these criteria.



Positive Customer Criteria

 

To reduce the risk of sending review requests to dissatisfied customers, we propose the following Positive Customer Criteria to guide agents. Additionally, implementing this guideline will provide a structured and consistent method for accurately determining QA scores. 


1. Positive Engagement: Customers who use a smiling face or language indicative of satisfaction, such as: 


o “Thank you very much” 

o “Appreciate your help” 

o “Thanks for the quick resolution” 

o “Excellent service” 

o “Awesome” 

o Additional phrases: “Great support,” “You’ve been very helpful,” “I’m happy with the resolution,” “Solved quickly.” More phrases could be suggested based on further analysis. 


2. Resolution Acceptance: Customers who accept the resolution promptly, within the defined SLA, without extended negotiation. 


3. No Negative History: Customers with no prior A-Z claims, negative reviews, or negative feedback. 


These criteria will provide a robust framework to ensure that CSAT and review requests are sent to the right customers, minimizing the risk of negative feedback. 


If you're not sure which customers you can contact, verify with the team leader or QA auditor. CSAT 3 customers are typically the most straightforward group of customers to send this to.


You can find the canned response under the CSAT Survey Closing folder.



Canned response


The following canned responses are attached for agents to use:




*Don't forget to add the tag "CSAT invitation" after sending the Invitation Survey to the customer. 




CSAT Survey Flow Chart


Below is a graphic poster designed to guide CX agents through the CSAT survey flow in Mopio.




Additional Task if an Amazon customer replies for the CSAT Closing Survey.


We’re working on boosting our store visibility on Amazon. When you get a CSAT 3 score from a satisfied Amazon customer, kindly contact your team leader or QA auditor right away to send the Amazon Feedback Canned Response.


 


Attached is an example of Amazon Feedback email:




  • Note: Once the feedback link has been sent by the leaders, please update the properties with the customer's CSAT score and proceed with resolving the ticket.

  • Attached is an example of CSAT invitation that was sent to customer: https://mopio.freshdesk.com/a/tickets/44585