Why do we not ask for a CSAT Rating when the user says "No" to "Was I able to help you?"
Written by Soham Amburle
Updated on August 26th, 2022
- Getting Started
- Bot Building
- Smart Agent Chat
- Conversation Design
-
Developer Guides
Code Step Integration Static Step Integration Shopify Integration SETU Integration Exotel Integration CIBIL integration Freshdesk KMS Integration PayU Integration Zendesk Guide Integration Twilio Integration Razorpay Integration LeadSquared Integration USU(Unymira) Integration Helo(VivaConnect) Integration Salesforce KMS Integration Stripe Integration PayPal Integration CleverTap Integration Fynd Integration HubSpot Integration Magento Integration WooCommerce Integration Microsoft Dynamics 365 Integration
- Deployment
- External Agent Tool Setup
- Analytics & Reporting
- Notifications
- Commerce Plus
- Troubleshooting Guides
- Release Notes
If you have enabled Feedback Collection on your bot, then you can collect feedback from the users at the end of the conversation. Here, the feedback collection begins with a simple question that the bot asks the user - Was I able to help you?
The user can either say Yes or No. When the user responds with Yes, the bot asks further questions. In case, the user responds with No, the bot doesn't ask further questions and simply takes the CSAT rating as 1.
The reason this is done is because when a user says No to Was I able to help you?, then it clearly means that the user is non-satisfied, and it is pointless to annoy the user by further asking them to give a rating on a scale of 1-5, and thus the CSAT rating is straightaway taken as 1
Moreover, CSAT is the percentage of 4 and 5 ratings. Thus, for CSAT, the ratings 1, 2, and 3 are the same, and because of all these factors, the CSAT rating is captured as 1 when the user says No when the bot asks Was I able to help you?
