CSAT

What is our CSAT email target?

• 4.5

• 5

• 4

• 5.5

CSAT surveys automatically sent and Positive review requests manually sent are both the same

• TRUE

• FALSE

What is acknowledgement?

• Empathizing with the user´s concern

• Paraphrasing the user´s concern

• Providing a solution to the user´s issue

• Appreciating the user contacting us

What would be the best order for the ticket flow?

• empathy / acknowledgement / offering further assistance / recomendation / solution

• acknowledgement / solution / recomendation / empathy / offering further assistance

• empathy / acknowledgement / solution / offering further assistance / recomendation

• empathy /acknowledgement / solution / recomendation / offering further assistance

Choose what you think would be the best reply to this ticket

• 
• 
• 

After how many days should we send the #EN-Empathy:Delayed_reply empathy statement?

• After 3 days

• After 2 days

• After a week

• After 4 days

What triggers a CSAT survey?

• Escalating a ticket to another department

• Sending an email as ´send and resolve´

• Sending an email as ´pending´

• Saving your support summary as ´resolved on 1st call/ticket´

Choose which questions of the following are included in the CSAT survey

• How helpful was the CSR?

• How patient was your Customer Support representative?

• How satisfied were you with the Customer Support you received?

• Do you consider your issue resolved?

• How satisfied were you with the amount of time it took to solve your issue?

Beside these empathy statements, provide another one

Share with us a tip that has helped you increase your CSAT scores