The above video is a quick summary of what's being covered below.
A CSAT survey is essential for gauging customer engagement, sentiment, and soliciting feedback to improve your shopper's experience, as well as an opportunity to increase customer loyalty.
CSAT surveys can be made available to your shoppers on the Confirmation Page of their return flow, where they would be able to rate their return experience from 1 to 5 for each return process. Our system would then aggregate these CSAT scores in which the percentage of satisfied shoppers(scored 4 or 5) would be displayed on this widget.
CSAT surveys are defaulted to OFF, so you must contact Returnly to enable this feature.
1. Enabling CSAT
It's best practice to enable CSAT right from the start of using Returnly, unless you have specific reasons where you don't want to collect customer satisfaction scores, or to have those reviews be visible to your other shoppers.
You must have a Returnly representative enable the CSAT feature for your account first. You can ask your Onboarding Project Manager (OPM), Customer Success Manager (CSM), or merchant care team at email@example.com to do this.
2. Customizing CSAT
Once shopper CSAT has been enabled for your account, you will be able to customize it going to your Returns Manager, then the Customize tab. You then click on the Custom Text menu item, followed by the Confirmation Page sub-menu item.
Once on the confirmation page, click on CSAT Collection to display what fields you can modify.
You can modify the following Prompt, Minimum Label, and Maximum Label, and Completed.
- Prompt: The message at the top. The default is "How would you rate your return experience?"
- Minimum Label: Shown at the left of the (1-5) number selection. There is no default.
- Maximum Label: Shown at the right of the (1-5) number selection. The default is "Great".
- Completed: Shown once the shopper submits their feedback. The default is "Thank You for Sharing Your Feedback!"
Additionally, the text below the Prompt can reflect a positive or negative rating. A Good Rating (4, and 5) will default to "That's Great! How can we improve your experience further?" and a Bad Rating will (1-3) will default to "We're sorry to hear that, how can we improve your experience?".
You can also see a live preview in the right panel.
3. Analysis & Supplemental Resources
The most recent CSAT surveys would also be displayed in CSAT widget so you can view your shoppers latest reviews.
Additionally, as an admin, you can goto the Analytics tab, then click on the Returns menu item. Scroll down until you see the Shoppers subheading. You will be able to view all metrics and feedback results in this section.
Supplemental Materials & Resources
- Watch our recorded webinar on CSAT Best Practices
- Read our Best Practices Guide for how to leverage returns CSAT and take action on your score