Surveys enable you to capture a range of data from your customers which you can use to make improvements to your website, products and service to drive more recommendations and more sales. We added a new ratings field into our Form Builder system to allow you to collect this data without the need to pay for 3rd party services.
Customer Effort Score (CES)
Range set as 1-7 (1 = difficult 7 = very easy)
Collects how easy it was to use your website to place an order. This helps you iron out any kinks in your process as well identifying possible improvements you can put in place. This form is typically set up on the 'thanks' page in the checkout process.
Net Promoter Score (NPS)
Range set as 1-10 (1=not likely 10 = very likely)
Typically asks a simple question: "How likely are you to recommend us to a friend". This is effectively a measure of brand loyalty and can be sent out as an email through the Email Tasks program.
Customer Satisfaction Score (CSAT)
Range 1-5 (1=very unsatisfied 5=very satisfied)
Measures how good a service you have given and can be included as a link in emails out by support teams following a support request. The range is normally:
- Very unsatisfied
- Very satisfied
Changing the Range
You can change the range if needed in Site Settings > Leads & Alerts > Form Scores and alter your form ratings to match on the form used to collect the score.
Setting Up The Form To Collect The Ratings
In Form Builder, set up your overall form and then to collect rating data:
1. Set up the field with an input type of rating
e.g. Below, we have added a field called CES Rating below and set the Input Type to Rating.
You could also set up other fields on forms for NPS and CSAT ratings.
2. Set up a process to capture the rating into the correct field e.g. the field CES rating maps to the Type of Customer Effort Score. You can also select Types of NPS and CSAT if you're collecting those ratings on any forms.
This step is necessary so that the data can be stored in the ratings system and reported on.
Viewing The Scores
You can view the scores in a graph in Reports > Order Information Report > select rating and also include them in Reports > Report Builder.