How to Configure Additional Follow-Up Survey Questions for CSAT

The article explains how to enable and manage additional survey questions based on the different categories of feedback (Positive, Neutral, and Negative). This enables you to gather more specific feedback and insights from your customers.

Enabling additional survey questions

To enable additional survey questions, follow these steps :

1. Go to Agent Portal > Admin Module > Satisfaction Survey > Additional Survey Questions.

2. Determine whether to enable or disable additional survey questions for the desired feedback ratings.
3. If enabled, you can specify whether the additional survey questions apply to Ticket only or both Ticket and Chat.

Customizing survey questions by brand and language

You can customize survey questions for specific brands and languages to meet the unique needs of your customers.

1. Brand: This dropdown is located in the top left corner of the page. It allows you to select the specific brand for which you want to create additional survey questions, enabling you to tailor questions for different brands.
2. Language: This dropdown is located next to the Brand Dropdown in the top right corner. It allows you to select the language for the survey questions, ensuring they are displayed in the customer’s preferred language.

Adding additional survey questions

To add an additional question, follow the given steps:

1. Click the Add button, which is typically located below the feedback category selection. Select the appropriate Add button corresponding to the category you wish to add.

2. Type your question in the provided field. This field is usually located directly above the Add button.
3. Make your changes and click the Save option.

Editing additional survey questions

To edit the additional question, follow the given steps:

1. Select the additional survey question you want to edit.
2. Click the Edit icon.

3. Make your changes and click the Save option.

Deleting additional survey questions

To delete an additional question, follow the given steps:

1. Select the additional survey question you want to delete.
2. Click the Delete icon. A confirmation dialog will be displayed.

3. Select the Yes, Delete button to remove additional questions.