Using the Satisfaction template

Measuring your customers satisfaction with your brand enables you to nurture your relationship with them while enhancing their engagement.

Indeed, your customers will feel involved in your business if their opinion is taken into account. Therefore, it is important to take the time to thank customers who have given their feedback (by offering them a discount, for example), and to use the feedback they gave during the survey as a basis to improve your products, website, etc.

Satisfaction campaigns also enable you to feed your website by asking your customers to leave their review directly on your website under the product they purchased. Their review will be visible to all other customers and/or potential customers. This also enables you to identify potential ambassadors of your brand.

To help you define satisfaction campaigns, Actito has developed a fully customizable scenario template.

With this template, you can take customer satisfaction measurement a step further, by:

• Measuring customer satisfaction after a purchase, an event, etc. (with or without specific post-survey follow-up)
• Measuring the overall satisfaction of the brand to prevent churn
• Maintaining the engagement of customers who feel listened to
• Discovering and defining ambassadors for your brand
• Understanding a change in the behavior of some profiles
• ...

Good to know

If you want to activate this template or any other Actito templates in your license, please contact your account manager.

Using the template scenario

To create and customize your scenario, go to the 'Manage Scenarios' app (Catalog > Automation > Manage Scenarios).

Click on 'Create a scenario'.

Once you have named and linked your scenario to your database, in the right-hand panel, you can select a template among the ones proposed by Actito.

Choose the 'Satisfaction survey' template and click on 'Create'.

You will then have access to a pre-defined satisfaction campaign scenario that you can modify to link your campaigns to it and that you can customize to suits your needs.

By default, this scenario includes:

• A targeting starting block: that will trigger the scenario for profiles corresponding to the target (in this case, it could be profiles who have recently make an order). This block is computed according to a frequency that you can define. More information about this block, here.
• A first sending e-mail campaign block: to link to a satisfaction survey e-mail campaign you have created and activated beforehand. More information on the creation of scenarized e-mail campaigns, here.
• A condition on targeting block: that will redirect your profiles to separate roads whether they responded positively or negatively to the survey.
• A waiting block: that will stop the flow of the scenario for one day before sending a thank you campaign (and eventually a voucher) to the profile having responded positively to the survey.
• A split A/B block : that will allow you to determine which channel has a higher impact to thank profiles having positively responded to the survey.
• A sending SMS campaign block: to link to a thank you SMS campaign you have created and activated beforehand. More information on the creation of scenarized SMS campaigns, here.
• A second sending e-mail campaign bloc: to link to a thank you e-mail campaign you have created and activated beforehand.
• A transfer to call center block: that will add a line in a downloadable CSV file used for call center campaigns. So you can call your profile to get more explanations on the negative feedback they gave in the survey.
• An exit block

tip

If you want to create an interactive satisfaction survey, full of features and/or with a more advanced design, it is possible thanks to Actito Engage.

info

You can adapt the communication channel according to the level of satisfaction of the profile. In the template, a profile that has given negative feedback will immediately be sent to a call center to have a more detailed feedback. Profiles with positive feedback, on the other hand, are thanked with a coupon code sent by e-mail or SMS.

Once you have set up your scenario, you can save it and activate it.