We use the data from CSAT in current PSA as live stats on our website which looks great for FOMO and social proof. We show just the first name, their score and any comment. I think this should work alongside sentiment - a simple 4 image single click feedback, if they click good/best second page can prompt for a google review or whatnot - if bad/ok it can prompt escalation.
Cyan Spacelab
Really like this idea
Beige Cascade
This would be great. We love to be abel to send screenshots of satisfation sruveys to our larger clients.
Mikel from Gorelo
Team
Hey Bryan, we believe a better approach is via sentiment analysis as this achieves the same outcome and more! It will apply a sentiment score per comment and the overall ticket. If something is negative or trending that way it can @mention management staff and help resolve the issue before things get bad. Plus… it doesn't require the clients to fill out a survey haha!
Let me know if you agree and I will merge them :)
Pink Rice
Mikel Wellsmore: I think it would depend on the technical underpinnings of how this is accomplished and potential risks involved to all parties in doing so. Its the execution and possible potential for data privacy/exposure/compliance violations that cause me to pause.
Sentiment analysis would have to rely on feeding commentary to the model, capable of learning in itself. Some of that data could be regulated; HIPAA, ITAR, GDPR, etc. and while we may be able to delete a comment out of the PSA, we may not have the ability to do the same with the model. Further, the model does not know the person and may not be able to detect sarcasm and its intent; but 80/20 rule here right?
CSAT does technically rely on a survey, but it could be as simple as clicking on a number 1-5 and maybe an optional comment field on the landing/tracking page. The key is that its a 100% accurate representation of the temperature of the client.
Personally, I really like the idea behind sentiment analysis! Its possible SA and CSAT surveys are two exclusive tools in the pursuit of happy clients. Maybe make them both optional?
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Comments5
Blue Goose
We use the data from CSAT in current PSA as live stats on our website which looks great for FOMO and social proof. We show just the first name, their score and any comment. I think this should work alongside sentiment - a simple 4 image single click feedback, if they click good/best second page can prompt for a google review or whatnot - if bad/ok it can prompt escalation.
Cyan Spacelab
Really like this idea
Beige Cascade
This would be great. We love to be abel to send screenshots of satisfation sruveys to our larger clients.
Mikel from Gorelo
Hey Bryan, we believe a better approach is via sentiment analysis as this achieves the same outcome and more! It will apply a sentiment score per comment and the overall ticket. If something is negative or trending that way it can @mention management staff and help resolve the issue before things get bad. Plus… it doesn't require the clients to fill out a survey haha!
Let me know if you agree and I will merge them :)
Pink Rice
Mikel Wellsmore: I think it would depend on the technical underpinnings of how this is accomplished and potential risks involved to all parties in doing so. Its the execution and possible potential for data privacy/exposure/compliance violations that cause me to pause.
Sentiment analysis would have to rely on feeding commentary to the model, capable of learning in itself. Some of that data could be regulated; HIPAA, ITAR, GDPR, etc. and while we may be able to delete a comment out of the PSA, we may not have the ability to do the same with the model. Further, the model does not know the person and may not be able to detect sarcasm and its intent; but 80/20 rule here right?
CSAT does technically rely on a survey, but it could be as simple as clicking on a number 1-5 and maybe an optional comment field on the landing/tracking page. The key is that its a 100% accurate representation of the temperature of the client.
Personally, I really like the idea behind sentiment analysis! Its possible SA and CSAT surveys are two exclusive tools in the pursuit of happy clients. Maybe make them both optional?