Satisfaction - write satisfaction score

This provides a mechanism to collect Satisfaction scores against an individual. These are stored in the Cache so they can be used in Rules and the Date and Time of the request are collected so we understand how often we are asking each individual these satisfaction questions.

A key element is that the Satisfaction information is passed through to the Business Reporting to populate a standard Satisfaction Report.

The write satisfaction score Public Template is available to all customers.

This rule simply uses the AlterianCX_CXID recieved from the Get CXID and the standard fields from the Realtime input and provides back a normalised satisfaction value.

We would expect our customers to build integrations, emails and pop-ups that request satisfaction information and use this functionality to gather the results.

Alternatively these could help with integrations with third party survey tools passing his information into Alterian CX to help you to understand the impact on behaviour.

How do we tie Satisfaction events back to the interaction that requires the survey?

To link satisfaction events with the relevant interactions requiring the survey, we must consider that satisfaction surveys, particularly for Customer Satisfaction (CSat), are typically conducted after the occurrence of the interaction being evaluated. Moreover, these surveys are often delivered through a different communication channel than the one used for the original interaction.

For instance, if we are assessing the satisfaction of a web purchase journey, the survey might be sent via SMS or email the day after the purchase transaction took place. It is essential to establish a connection between the survey responses and the specific interaction to which they pertain.

We do that by requesting that the Satisfaction_Survey_Name value that is provided in the survey matches the location of the interaction. In the example above this would be the confirmation page of the SALES process.

Please find the post-transform location after data transformation has occured and use the full location provided. This allows us to link the survey with it’s trigger the integration occuring.

Input Data

Field	Description	Example

Field	Description	Example
AlterianCX_cxid	CXID Identifier provided by the Get CXID tile
Satisfaction_Survey_Name	Name of the Satisfaction Survey. What are you gathering the Satisfacton scores for? This could be a specific interaction, i.e a PDF download, the content on a page or a view on a Sales process. It could also be a overall view on satisfaction and the individuals likelihood to recommend your brand (NPS). In order for us to link the interaction with the survey measuring it’s satisfaction we need this value to the the post transform location of the interation. See above.	PDFdownloadsatisfaction CSATRequest
Satisfaction_Survey_Item	This is the specific Survey item we are looking to record Satisfaction scores against.	CSATJan2021 CSATFeb2021
Satisfaction_Value	Satisfaction score passed in	5, 88
Satisfaction_Survey_Type	Satisfaction type - CSat (Customer Satisfaction) and these will form part of the standard reporting. Other values are possible but the values may require bespoke reporting.	CSat
Satisfaction_Survey_Response	Allows our users to provide additional qualitative information with the satisfaction values. We expect this to be a JSON string. Standard Satisfaction CX Dashboards will require this data in a specific format.	{ "1question": "How would you rate your call centre interaction", "1answer": "Waited a long time in the queue for the call to be answered but Sandy eventually sorted it", }

Field Mapping

Satisfaction specific fields. May be added as static values.

Configuration

Field	Description	Example

Field	Description	Example
AlterianCX_defaultQueue	This is the default event queue and must be set before the template can be used in a rule
Expiry Time	How many seconds should the satisfaction value be kept for? A setting of 0 ( default) means keep forever	0
Highest_Satisfaction_Score	What is the highest possible score? For example, given a 1-5 range of scores then this should be "5"	5
Lowest_Satisfaction_Score	What is the lowest possible score? For example, given a 1-5 range of scores then this should be "1"	1

Output Fields

Field	Description	Example

Field	Description	Example
Satisfaction_Value_Normalised	Provides to the flow of the Rule a normalised field providing the Satisfaction value gathered.	3