Customer Satisfaction Surveys (CSAT and NPS)

Otto Flow now offers two different formats for post-appointment surveys: NPS (Net Promoter Score) format and CSAT (Customer Satisfaction Score) format. Both formats allow Clinics to select which appointment types have follow up surveys, however only one format can be enabled at a time (i.e. if you choose NPS surveys, all appointment types that have a post-appointment survey associated to them will need to be in NPS format, and vice versa for CSAT). CSAT measures customer satisfaction with a product or service, while Net Promoter Score (NPS) measures customer loyalty to the organization.

The Survey Settings Page can be accessed by clicking the “Happy Face” icon on the left side menu bar.

This page will allow the User to assign surveys (NPS or CSAT) by Appointment type and set up automatic triggers for these based on “Send Delays” for each type. Survey Settings can only be accessed by Admin Users, i.e. not Member Users.

The note at the bottom of the page will show “ CSAT survey is active” if at least one Appointment Type has an CSAT Survey enabled or “NPS survey is active” if at least one Appointment Type has an NPS Survey enabled.

CSAT

Scores

• Excellent (5) very satisfied clients
• Good (4) - satisfied clients
• Satisfactory (3) - neither satisfied nor dissatisfied clients
• Fair (2) - somewhat dissatisfied clients
• Poor (1) - dissatisfied clients

NPS

Scores

• Promoters (scores 9-10) are loyal enthusiasts who are very likely to recommend the Clinic to family and friends.
• Passives (scores 7-8) are satisfied but unenthusiastic Clients who are vulnerable to competitive offerings.
• Detractors (scores 0-6) are unhappy Clients who can promote negative word-of-mouth.

Survey Setup

All Clinics will have CSAT Surveys set up by default but can submit a request to their Customer Success Manager in order to switch the Survey format to NPS.

Configuration options by tab (for both Survey formats)

Settings Tab

Automation Settings/Type

• Surveys can be enabled for all Appointment Types or for certain Types only.
• Send Delays can fluctuate from 1 day to 7 days post Appointment.

Sending Hours

• Survey Sending Hours will automatically follow the configuration for Automation Hours. If these need to be changed, they should be adjusted directly in the Automation Hours Settings page.
• If no Automation Hours are set for the Clinic, the Survey sending hours will default to Clinic Hours in the Settings page.

Frequency

• The User can also limit how frequently a Survey is sent to each Client, regardless of the numbers of Appointments within a given period of time. For example, if the frequency is set to 6 months and a Client has 3 Appointments within a 6 month period, the Client will only receive one Survey for the 1st appointment that triggers a Survey during that period.
• Survey frequency can be set up from 1 month to 12 months.

Conversation Status Update

• The User can select a status change for the Client Conversation in which the post-appointment Survey is being sent. The status change would occur once the Survey is sent to the Client.
• The User can also select the option “none” if they wish to not update the Conversation Status after the Survey has been sent.

External Review

• The User can enable the option to send a link at the end of the survey that will drive the Client to an external page (e.g. Yelp, Google, etc.) for them to submit a review. The URL for the external page must include ‘https’ or ‘http’ at the beginning. 
• The link for external reviews will only be shared with Clients that share positive reviews, i.e. Satisfactory (3), Good (4), Excellent (5) for CSAT Surveys, and Promoters (9-10 scores) and Passives (7-8 scores) for NPS Surveys.

Compose Tab

All Surveys have four sections:

1- Survey Title and Introduction Message

• Text for both sections can be customized and the following Wildcards are also available for the intro message:
  • Pet Portal Links for Clients
  • Pet Name
  • Time
  • Client Name

2- Rating

• Text can be fully customized and the four Wildcards mentioned above can also be used in this section.
• Clients can choose their score
  • CSAT from 1-5
  • NPS from 0-10

3- Follow up questions

• Each survey has follow up questions split up into two versions:
  • CSAT
    • follow up questions for Satisfactory (3), Good (4) and Excellent (5) scores (asking about “their positive experience”)
    • and follow up questions for Poor (1) and Fair (2) scores (asking about how “we can improve”)
  • NPS
    • follow up questions for Promoters (9-10) and Passives (7-8) (asking about how “we can improve”)
    • and follow up questions for Detractors (0-6) (asking about “their positive experience”)
• Both versions of follow up questions for either Survey can be customized and can leverage the four Wildcards mentioned above.
• Conversation Statuses can also be set to follow up questions so specific Clinic Users assigned to these Conversation Statuses can be notified of the Survey results once submitted by the Client. The User can also select the option “none” if they wish to not update the Conversation Status after the Survey has been sent.

4- Thank you message

• The text shown in the Thank You screen is not customizable however there will be two versions based on the NPS score provided by the Client:
  • CSAT
    • for Satisfactory (3), Good (4) and Excellent (5) scores, the thank you message will include a “Leave us a review” feedback button
    • for Poor (1) and Fair (2) scores, the thank you message will include a “Leave us a review” feedback button
  • NPS
    • For Promoters (9-10 scores) and Passives (7-8 scores), the thank you message will include a “Leave us a review” feedback button
    • Detractors (0-6 score), the thank you message will not include a feedback button.

Preview Tab

In this tab, the User will be able to preview all four sections of the survey before saving its Settings in Flow.

Client Profile

All Client Profiles will also have the option to turn on/off NPS Surveys in case you want specific Clients to be removed from all NPS Survey automations.