We have lots of experience of helping our customers to achieve and keep a high level of engagement with the SmileBack CSAT survey. This article will guide you through a range approaches.
To successfully nudge your clients towards responding to your SmileBack survey, there are two key components:
- Highlighting the importance of client feedback
- Reducing the friction and effort of leaving feedback
And if you're implementing the SmileBack survey for the first time, it's also important to have a communication strategy that tells your clients about the survey and encourages them to respond to it.
Make the survey work for you: optimize the closed ticket email
The SmileBack survey simplifies the rating process for your customers, but that can only help so much if your email design means that they don't see it. Here are some actions you can take:
Make it easy for customers to see the survey. Use a responsive email template as many clients open emails on mobile devices; and reduce other visual content in your email so the survey stands out.
Have the survey stand out and be noticeable. Place the survey close to the top of the email, straight after saying "Dear [customerfirstname]".
Don't overwhelm the client with text. Make sure your closed ticket email is short. Clients are likely to overlook the survey if it is lost among lots of other content.
Highlight why the client should leave feedback. Add a short sentence along the lines of: "your feedback will help us improve and learn". It's good to remind clients why feedback is important.
Keep feedback at the top of your client's mind
Remind them of the survey before closing tickets. Get your support agents to remind clients at the close of each ticket to click on a smiley face. This becomes a built-in confirmation that the engineer actually completed the job; if the client then proceeds to say "but, you didn't actually satisfy what I wanted...the ticket should not be set to completed" you can prevent negative reviews before they hit your CSAT board.
Show them that you take their feedback seriously. Bring a client report to your regular meetings with clients and demonstrate the importance of a high response rate to measuring your performance at their organization.
Reward them once in a while. Once a month choose a review at random and send that individual or their office a gift with a card from your team. Two birds, one stone: a happy customer, and more feedback in the future.
Share their positive comments. Use our marketing permission feature (see Step 5 here) to get permission from your customers to share their positive comments. You can then use that on your website and social media, giving your staff a boost and the customer some promotion.
Get a head start: introduce the SmileBack survey prior to implementation
Introduce it internally
Your team need to be introduced to SmileBack before they can encourage your customers to use it. Here are some tips on how to get them on board:
- make a competition based on response rates/positive ratings/CSAT score (e.g. whichever engineer gets the highest response rate that week gets a reward).
- display the dashboard in a public area for your engineers to see the positive feedback they are receiving.
Tell your clients about us!
Include SmileBack in your new client onboardings. Let the clients know to expect the survey and how it helps you ensure they are happy with your service. Also let them know your commitment to following up on neutral or negative feedback
Send an email upon implementing CSAT letting your existing clients know about the service. Here's an example draft:
Subject: Introducing quick and easy service surveys
Dear [contactfirstname],
We wanted to let you know that we've just recently implemented a one-question survey to all closed support tickets. Now, at the close of each issue, you'll receive an email letting you know that we've completed your ticket.
In that email, there will be three smiley faces. We would really appreciate if you'd click on either the green, yellow or red smiley face to let us know how we did. It'll only take a second! You'll then be able to leave a comment if you'd like to detail the reasons behind your review.
This will help us to ensure that you're satisfied at the end of every service ticket and that we're offering you the best possible service.
All the best,
YOUR COMPANY
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