How does Feedback collection mechanism work for CSAT and NPS?
Written by Soham Amburle
Updated on March 24th, 2022
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How does the Feedback module gets triggered?
Feedback is triggered at the logical end of any query. Once the user has reached the logical end of the conversational journey, we ask the user to provide feedback.
You can denote the logical end of the query by marking the step as an End step, or Context-clear step, or End step + Context-clear step.
On reaching any of these steps, the feedback message "Was I able to help you? Yes or No?" is sent by the platform. If the user replies with a yes or no, the feedback journey gets triggered and the user is taken through the next steps as per the feedback flow.
Can we change the "Was I able to help you?" message?
- No, it comes from our pipeline and it is hardcoded, so you cannot change it.
- You can change the further subsequent replies given by the bot though.
- You need not add it for every step.
If your Bot is multilingual, the language equivalent of Was I able to help you? will be sent. It is a system message, meaning you need not add it for every step.
You can also configure the time delay, for the system message to be triggered through Business Manager > General Settings > User Feedback.
How does the Feedback collection mechanism work for CSAT?
There is a flow in which this mechanism works, and it starts with the bot asking the user, "Was I able to help you?", and the answer to this would be either Yes or No.
You can learn more about the working of CSAT Feedback flow in detail, here.
How does the Feedback collection mechanism work for NPS?
There is a flow in which this mechanism works, and it starts with the bot asking the user, "Was I able to help you?", and the answer to this would be either Yes or No.
Irrespective of whether the user says Yes, or No, the bot asks for an NPS score from the user. For No, the bot asks it in an apologetic way, and for Yes, the bot asks in a joyous manner. You can learn more about the working of NPS Feedback flow in detail, here.
Basically, on every touchpoint, quantitative feedback is collected from the user. For CSAT, it is on a scale of 1 to 5, and for NPS, it is on a scale of 0-10, how likely are you to recommend Haptik to a friend, and then, we try to take qualitative feedback through the user's responses. This maintains the conversation flow.
So, this is how the feedback mechanism works!
You can also edit the Feedback Smart Skill, as per your business requirements. You can learn more about it, here.
