Customer Feedback and Satisfaction Survey

The effectiveness of your Virtual Agent is measured based on its ability to fulfill end-user needs and resolve problems. Feedback from the end-user is used to determine if the users are satisfied with their interactions with the bot.

In Luma Virtual agent, the Customer Satisfaction survey can be used to measure customer satisfaction. The survey is triggered directly in the chat conversation after execution of skill or on completion of the User-Support Agent conversation. The survey feedback received is always related to the last conversation in the Chat channel, the last executed skill, or the last Support Agent interaction. This provides insight into the overall effectiveness of the bot as well as user satisfaction with respect to a specific conversation with the Support agent or Virtual Agent. Based on survey results, you can analyze which skills are working well and which skills need to be improved.

Instead of long and complex online forms, Luma VA prompts end users a single question with quick replies (buttons) directly in the chat conversation. This should yield much better response rates than a typical online survey. You can also configure Luma to capture detailed feedback from end-user if required.

Configure and Manage Survey

As an administrator, you can enable the Customer Satisfaction Survey for your tenant. Once enabled, the survey is triggered on the Chat channel as per the configuration.

Enable Satisfaction Survey

Follow the below steps to enable Feedback Survey for your tenant:

1. Navigate to Configurations → Feedback Survey in the Bot menu.

2. On the Skills tab, configure the feedback Survey question and options to be prompted after Skill execution.

3. Toggle the Active button to enable the satisfaction survey.

4. Set the Skill Survey Frequency. It represents the frequency or the number of skill executions after which the survey is triggered to the end-user. Setting frequency to 1 indicates that the survey is triggered after every custom skill they execute. It is recommended that the survey should be triggered only after 5 or more skill executions. This ensures that the users are not disturbed by constant surveys.

5. Select Configuration Type to System. This enables the default Survey question and Options.

6. In the Satisfaction Survey section, you may update the survey question and option prompts as required.

   1. Survey Prompt refers to the Survey question prompted to the end-user. The question should be short and easy to understand.

   2. Survey Rating Options contains the response options to be presented for the survey. A higher value indicates a better experience. Display labels are shown to the user from left to right for rich text channels and top to bottom for text-only channels. Update the Labels and Synonyms, if required.

   3. Validation Message is prompted to the end-user when incorrect input is received for the survey.

7. Select Capture Feedback to request detailed feedback on the last conversation. You may request detailed Text or use Quick Replies to provide feedback options.

8. Specify the Post Feedback Message that appears once the user submits the survey response.

9. Once updates are done, click on Save.

Similarly, you can enable the Customer Satisfaction survey for the Agent Chat console on the Configurations → Feedback Survey → Agent chat tab.

Open

Once the user executes the configured number of skills or completes a conversation with a Support agent through a chat channel, the satisfaction survey is triggered. User is prompted to share their feedback by replying to the quick reply options as shown below.

Open

The user's response to the Survey is recorded and used to determine the Survey results for your bot. In case, user types a phrase other than the survey options, the user is prompted to respond with the correct response. Users can use the Skip or Abort command to skip the survey and start a new conversation.

The response captured is used to generate Satisfaction Survey Metric on the Usage Dashboard.

Create a Custom Satisfaction Survey

You can also customize the user experience for your bot and create a custom Satisfaction survey. This can be achieved by using Custom Skills.

Using the Custom Satisfaction survey, you can define Survey questions, response options, and the sequence in which feedback and Survey are triggered. You can also configure Skill suggestions that should be presented to the user after the survey is submitted or automatically trigger other skills based on the user feedback.

To create a Custom Satisfaction Survey, follow the below steps:

1. Create a Custom Feedback Skill: The skill represents the user experience that is presented to the user. Here we define the prompts and conditions to gather feedback from the end-user.

   1. Navigate to Skill builder and click on Create Skill.

   2. Add information in the Skill Details and Invocation type section.

   3. On the Conversation Flow tab, add the Conversation Items to create a customized user feedback experience.

   4. Use may use the following special conversation items:

      1. Capture Satisfaction Survey to prompt the user to respond to Customer Satisfaction Survey.

         1. Add the Survey prompt question, response Label, and Synonyms.

         2. Validation Message to be prompted when incorrect input is received for the survey.

         3. Post Feedback Message that appears once the survey is submitted.

      2. Capture Feedback to request feedback from the end-user.

         1. Select Text to request user for detailed user feedback.

         2. You may also select Quick Replies to provide the user with a series of options to provide feedback. You can also trigger another skill based on the option selected.

   5. Use other conversation items such as Ruleset, Show Message to build the skill. Refer to Build Conversation Flow for more details.

   6. Click Create to finish building the skill.

   7. Navigate to Build and Publish and Publish the skill to make it available to the end-user.
      
      

2. Configure Feedback Survey: The next step is to enable the Customized Customer Satisfaction Survey for your tenant. To do so, follow the below steps:

   1. Navigate to Configurations → Feedback Survey. Select the Skill or Agent Chat tab as required.

   2. Add the Skill Survey Frequency.

   3. Set Configuration Type to Custom.

   4. Select the skill created in the above step in Skill.

   5. Click on Save to update the Feedback Survey.

The end-user is now presented with the customized feedback survey. Once the user executes the configured number of skills or completes a conversation with a Support agent, the updated satisfaction survey is triggered. User is prompted to share their feedback as shown below.

The Survey response and Feedback received from the end-user is captured in Luma and can be viewed in Conversation History.

View Survey Results 

An administrator can view and download the survey results if the Feedback Survey is enabled for your bot. To view the survey results, navigate to the Usage dashboard. The Satisfaction Survey tiles appear as shown below.

Following metrics are available on the dashboard:

Skills: This section shows your customer skill satisfaction rating, the number of surveys triggered, responses received, and the response rate during the selected time period.

• Total Surveys: This represents the total number of surveys triggered to the end-user during the selected time period.

• Total Responses: This is simply the total number of responses to the skill survey during the selected time period.

• Average Rating: This represents your Customer Satisfaction Rating for the selected time period. The Average is calculated as the sum of all survey responses received for skill execution divided by the number of responses in the selected time period.

• Response Rate: The Response Rate is determined by the total responses divided by the number of surveys triggered to end-users in the selected time period.

Transfer to Agent: This section depicts your Support Agent conversation satisfaction rating, Total Surveys triggered, number of responses received, and the response rate during the selected time period.

• Total Surveys: This represents the total number of surveys triggered to the end-user during the selected time period.

• Total Responses: This is the total number of responses received for the Support Agent conversations during the selected time period.

• Average Rating: This represents your Customer Satisfaction Rating for the Support Agent conversations for the selected time period. The Agent Chat Average is calculated based on the sum of all Support Agent survey responses divided by the number of responses in the selected time period.

• Response Rate: The Response Rate is determined by the total responses divided by the number of surveys shown to users in the selected time period. 

You can also download the survey results to view the detailed survey report. Click on download to export the survey results in CSV format as shown below. This includes all skill executions and Support Agent surveys triggered to the end-user. The report also includes the conversations where the user ignored or skipped the survey.