Utilizing Client Satisfaction Surveys

CSAT and NPS

CSAT and NPS are used metrics to assess customer experience. To calculate the average CSAT or NPS, customer feedback is collected through surveys and direct ratings and then calculated to get the average score. To learn how to see the reporting around your clinics surveys, click here.

CSAT Surveys

Average CSAT (Customer Satisfaction) is a measure of customer satisfaction, with clients having the option to rate their visit on a 1-5 scale.

NPS Surveys

NPS measures customer loyalty and satisfaction by asking customers how likely they are to recommend a company or product on a scale of 0-10.

To learn more about which survey type might be a better fit for your clinic, click here. 

Getting Started

Post visit surveys can be configured by navigating to Survey in the left hand menu.

Configuring Survey Options

Surveys are sent out based on the appointment type saved in the clinic’s practice management software (PIMS).

Setting up surveys is fast and easy!

Toggle between Settings, Compose, and Preview to make edits.

Settings Page

1. Determine when the survey will send out. A list of all active appointment types will be found here, with the option to choose the send delay and the ability to enable individual types.

💡Enabling the survey will queue up surveys to send out at the designated send delay

💡Each appointment type can have different send delays. For example - surgery appointments can have a three day send delay vs a technician appointment with a one day send delay

💡 Helpful Tip: Best practice is to avoid sending surveys for sensitive appointment types, such as euthanasia or quality of life appointments.

2. Choose the frequency, conversation status, and insert a link to leave a review

A. Surveys will not send for every appointment, but will send if they have not received a survey within the previous number of months as selected in the configuration

B. The conversation status can be changed to show that a survey has been sent out

💡It is recommended the conversation status ‘Survey Sent’ be used

💡To learn more about conversation statuses, click here

C. Insert the clinics review page link for clients to leave reviews after completing survey

💡Only clients that have chosen satisfactory visits will be given the review page link

💡Determine if only higher reviewers have access to the link or if satisfactory reviews receive access as well by enabling the Reviewer Type. This allows positive reviews to be navigated to the public facing review page and any negative reviews can be addressed by the clinic staff

💡To find your Google review link, click here

Compose Page

The compose page allows edits to default questions, if desired.

💡Question fields cannot be added or deleted, only edited

Status changes are recommended to allow for easier conversation filtering and to alert clinic staff to potential negative feedback.

Preview Page

Once the content of the survey is defined, a preview of the message that will be sent to clients will be available for review.

Managing client responses

Surveys function like other automations in Flow, and will appear in the Conversations tab. It is recommended to create conversation status filters for negative and/or positive responses, for ease of being able to follow up with responsive clients via a direct message in Flow.

Survey response data can be viewed and downloaded in the Reporting section of Flow, more information can be found here.