Measuring Online Customer Experience & CSAT with IntelliResponse Tool

The most common approach to measure customer experience is to survey visitors after using IntelliResponse. This survey can be randomly generated, or can be offered to every visitor.

The survey can be specific to IntelliResponse, or more broadly focused on their overall experience:

1.     IntelliResponse specific - survey questions would include "Did this answer your question?", "Did this answer mean you did not have to call the call center?", etc.
 

2.     Broader survey - a more detailed survey can probe users on the content quality, opinions on the policies of the company, etc. Many companies who use Net Promoter Score (NPS) or Customer Effort Score (CES) to measure and track the CSAT will include questions related to whether the user would recommend the company to a friend.

Basic surveys focused on the IntelliResponse content can be integrated into the response page itself. Our Client Services Department will work with customers for the broader surveys.