Process Document

<CX CSAT - Customer Experience Customer Satisfaction>





Rally OurBus





February 04, 2023


Table of Contents

Introduction………………………………………………………………………..……………………………………………………….3

Customer Satisfaction Survey and Reporting Process…………………………………………………………………………..3

Process Document: Customer Satisfaction Survey………………………………………………………..……………………..    4

Process Flow Diagram: Customer Satisfaction Survey………………………………………………………………………….8

Reporting Structure and Logics: Customer Satisfaction……………………………………………………………………….    9








Introduction


CSAT (Customer Satisfaction survey) process is a customer feedback mechanism designed to gather customer feedback and measure the level of customer satisfaction with the products and services offered by a company. Historically, we didn’t have a CSAT survey enabled for all three channels(Call, Chat and Email). Initiation of capturing and reporting of  customer feedback will help us in identifying areas for improvement and make changes to better serve  customer needs. This will allow us to drive business growth, increase customer loyalty, better customer retention, and drive higher repeat sales.



Customer Satisfaction Survey and Reporting Process


CSAT (Customer Satisfaction) process refers to the collection and analysis of customer feedback to measure their level of satisfaction with the support provided by the customer support group of Rall OurBus team. The goal of the CSAT process is to gain a deeper understanding of customer preferences, needs, and expectations and to use these inputs to drive improvements in customer satisfaction aimed at gaining loyalty.


The CSAT process is a valuable tool for us as we are looking to understand and improve the customer experience. By regularly gathering and analyzing customer feedback, we can identify areas for improvement and drive continuous improvements in customer satisfaction and loyalty.



Process Document: Customer Satisfaction Survey


Name of Process:

CX CSAT Process

Process Owner:

Ajay Sharma

Created By:

Sumit Saurabh

Last Updated By:

Lav Kush

Date Created:

Feb 05, 2023

Last Revision Date:

7th Feb 2023

Process Purpose:

The purpose of the CSAT Process is to measure customer satisfaction score, understand customer needs and preferences, and identify areas for improvement.

Process Scope:

This process includes all aspects of customer support that covers customer journey, from product/service delivery to post-sales support.

It also includes Feedback Collection, Customer Feedback Analysis, Action Planning and Continuous Improvement.

Process Input:

The input for the CSAT process includes capturing customer feedback through CSAT IVR (Interactive Voice Response) over Phone, gathering feedback from customers on their interactions on Chat, survey email for Email on resolved tickets.

Process Boundaries:

Starting and Ending boundaries forCSAT process will be defined by the receiving of the CSAT survey score and its analysis and action planning for further improvement

Channel (Interaction Medium/Method) specific boundaries are defined as:

Incoming call CSAT use IVR

Chat channel use surveys integrated into the chat platform/window

Email channel use different email thread seeking feedback from customer

Process Flow:

Call

  1. Customer (PAX or Passenger, Prospects) calling us on +1 844-800-6828 with their queries, requests and concerns. 

  2. The call is received by the network and is redirected to the IVR system, which greets the caller and prompts them to make a selection from a menu of options.[Twilio IVR Tree]

  3. If the call is routed to agent post IVR selection, it will ring on the available agent, determined by the configured routing logic (at the moment we have round robin configured) and it can be viewed on Admin dashboard too on our Support Portal (currently, FreshCaller)

  4. According to the concern raised, the agent should handle (listen, assist, probe carefully & skillfully and provide resolution)  it as per the defined process and policy. 

  5. Post resolution given,the agent should ask for additional assistance

  6. If no further assistance is required and all concerns of the customer are addressed, the agent should inform the customer that the call will be transferred for a quick feedback before closing with transfer (part of the closing script)

  7. A pop message will appear asking “End call without feedback” and “Transfer call for feedback” at the disconnection of the call. The agent should click on “Transfer call for feedback”

  8. We wanted transfer to the survey IVR automatic but currently FreshCaller does not provide for indiscriminate transfer. We can however monitor and control transfer rate at an advisor level from reports to understand baseline level of transfer and also outliers on it

  9. CSAT IVR workflow (named CSAT IVR TESTING) will be in action once clicked “Transfer call for feedback” and IVR will state the CSAT script as “Please rate your support experience on a scale of 5 to 1, with 5 being the best, by pressing the corresponding number on your keypad. Thanks for your time.”

  10. Once the customer presses a corresponding number on their keypad within the range of 5 to 1, the feedback will be captured and the call will end. If any other numbers are selected, the call will immediately end, but no survey will be recorded.

Email

  1. Customer (PAX/Passenger or Prospects ) writes an email to [email protected] or [email protected]

  2. An email ticket will be registered on the support portal (currently, FreshDesk).

  3. According to the concern raised over the email, the agent should handle (read carefully, assist, and provide resolution) it as per the defined process and policy.

  4. Agents should take help from the templates available by typing “/c” (canned response), refer here and search with keywords in the response/reply text window.

  5. If the issue is getting resolved without any further update required from the customer, the agent should respond with the resolution and keep the status as Resolved under the “Properties” right next to where the response gets drafted.

  6. Selection of “Respond and Set as Resolved” while sending the response to the customer will also update the status as “Resolved” under Properties. It is available when clicked on the downward arrow next to the “Send” button in the response/reply window. Click here to refer the image

  7. An email with the subject line “Ticket Resolved - {{subject line of the actual email}}” will be sent to the customer seeking feedback and the body of the email stating:

Our Support Rep has indicated that your concern has been addressed and satisfactorily Resolved.

Please rate us by clicking on the survey below.

Sincerely,

Team Rally | OurBus

  1. Rating scale will be embedded below the signature in the survey email

  2. Survey will have two questions: “How satisfied are you with Rally OurBus?” and “Are you satisfied with our customer support experience?” with the rating scale: 5 = Extremely Satisfied 4 = Mostly Satisfied 3 = Neither Satisfied Nor Dissatisfied 2 = Mostly Dissatisfied 1= Extremely Dissatisfied.

  3. Once the customer clicks on the rating scale on the email below the signature, it will be directed to a new webpage with the availability of rating scale for the second question “Are you satisfied with our customer support experience?” and option of free text

Chat

  1. Customers (PAX/Passenger or Prospects)  contact Rally OurBus through the Chat widget available at the bottom of the right panel on the website of Rally and OurBus. Also, on the respective apps.

  2. A conversation will be registered on  Service Portal (currently, FreshChat)

  3. According to the concern raised over the chat, the agent should handle (read carefully, assist, and provide resolution) it as per the defined process and policy. Should take help from the templates available.

  4. Post resolution given,the agent should ask for additional assistance. If no further assistance is required and all concerns of the customer are addressed, inform the customer about taking the survey which will appear on the chat window post agents click on “Resolve” located at the top of the agent’s chat window

  5. Customer(s) will be asked “Did we address your concern?” with “Yes” and “No” option, once agents resolve the chat.

  6. If selected “Yes” for the above question, customer(s) will be prompted to rate us between 1 and 5 stars stating “How was your support experience?” along with the free text option. This is optional and customer can close this without rating

  7. If selected “No” for “Did we address your concern?”, customer(s) will be prompted with a free text option stating “How could we have helped you better?”. This is optional and customer can close this without writing anything on the free text option

Process Output:


The output for this would be CSAT% which is the count of 5 and 4 ratings divided by count of surveys received.

This will yield in calculation of Customer satisfaction Rate too along with Mid SAT% (Rating 3) and DSAT% (Rating 1 and 2)

Exceptions to Normal Process Flow:

Email

  1. When the case is pending for an internal update from our side. Post providing complete and correct resolution, we seek feedback

  2. When we seek information from customer to provide a complete information and correct resolution

Call

  1. If the agent has not transferred the call to CSAT IVR for feedback

  2. When customer declined to transfer the call for feedback, post requesting

Chat

  1. When customer has closed the feedback without any rating or response on the chat window


Control Points and Measurements:

  1. For Call-> A control measure and evaluation tool for our agents' involvement in regularly soliciting feedback. In the reports, we can monitor this through "CSAT Transfer Made" metric

  2. For Email-> All eligible tickets should be responded with the status as "Resolved"

  3. SRR (Survey return rate is measured on all channels to know the baseline levels of survey)

  4. Survey pitch as the part of closing script for Call and Chat, specifically




Process Flow Diagram: Customer Satisfaction Survey









Reporting Structure and Logics: Customer Satisfaction

VOICE CSAT REPORTING:


Exporting Report-


  • “CSAT Transfer Made”, “CSAT Outcome”, “CSAT Time” are the metrics to look for in the call reports

  • Refer here to download the reports post applying the filters (right side panel of the web page) in Numbers and Time Period

  • Number to be selected in the filter is +13609287326 (OurBus CX) and Time Period as per your choice with the custom range or available options. Click here to see the supporting images. Export Call metrics to get the report in CSV or Excel format. Refer here 

  • Report will be sent to your official email id (or the email id which is associated with FreshDesk account)

  • Ratings standings are

    • 5 = Extremely Satisfied

    • 4 = Mostly Satisfied

    • 3 = Neither Satisfied Nor Dissatisfied

    • 2 = Mostly Dissatisfied

    • 1= Extremely Dissatisfied


Calculation and Analysis-


  • “CSAT Outcome” in the exported and downloaded report will have the ratings from 5 to 1, if punched and blank, if feedback not punched at the customer end

  • CSAT% = Count of 5 and 4 rating divided by count of surveys received (5 to 1)

  • Mid-SAT% = Count of 3 rating divided by by count of surveys received (5 to 1)

  • DSAT% = Count of 2 and 1 rating divided by count of surveys received (5 to 1)

  • “CSAT Transfer Made” will help in analyzing the agent’s behavior to transfer the call for feedback

  • “CSAT Time” will provide the data in time/duration range, which will help in analyzing the time spent by customer for providing CSAT

  • Survey Response Rate (SRR)  is measured to know the baseline levels of survey

  • SRR = Survey Response divided by Count of cases handled (in the respective channel)


Target-


  • CSAT% target is >=85% (greater than and equal to 85%)

  • SRR% target is >=20% (greater than and equal to 20%)


EMAIL CSAT REPORTING:


Exporting Report-


  • Refer here to get to the option of selecting “Satisfaction Survey” in order to view and download the survey report

  • Select the survey name as “CSAT Survey 01022023”, Time Period as per your choice and select the Group as All to view. Download option is available at the right side of the panel stating “Download CSV”. Report will be sent to your official email id

  • Column named “Rating” and “Are you satisfied with our customer support experience?” to check for the rating scale and calculate the CSAT in the received and downloaded report

  • Ratings standings are

    • 5 = Extremely Satisfied

    • 4 = Mostly Satisfied

    • 3 = Neither Satisfied Nor Dissatisfied

    • 2 = Mostly Dissatisfied

    • 1= Extremely Dissatisfied

Calculation and Analysis:


  • Column named “Rating” and “Are you satisfied with our customer support experience?” will have the ratings from 5 to 1

  • “Are you satisfied with our customer support experience?” will have blank entries as feedback to the first question “How satisfied are you with Rally OurBus?” was provided but no response provided by customer for 2nd question

  • CSAT% = Count of 5 and 4 rating divided by count of surveys received (5 to 1)

  • Mid-SAT% = Count of 3 rating divided by by count of surveys received (5 to 1)

  • DSAT% = Count of 2 and 1 rating divided by count of surveys received (5 to 1)

  • Survey Response Rate (SRR)  is measured to know the baseline levels of survey

  • SRR = Survey Response divided by Count of cases handled (in the respective channel)


Target-


  • CSAT% target is >=85% (greater than and equal to 85%)

  • SRR% target is >=20% (greater than and equal to 20%)

CHAT CSAT REPORTING:

Exporting Report-


  • Column named “Satisfactory” for “Did we address your concern?”  and “Value” for understating the rating given by customer between 1 and 5 stars

  • Refer here to get the report section of Chat CSAT and download the survey report. Supporting image to refer

  • Toggle with the filter option on the “Customer Satisfaction” report page. Date selection is limited to Last 7 days, even in the custom range

  • Download logo is available at the top right side panel of the page below the profile icon

  • Ratings standings are

    • 5 = Extremely Satisfied

    • 4 = Mostly Satisfied

    • 3 = Neither Satisfied Nor Dissatisfied

    • 2 = Mostly Dissatisfied

    • 1= Extremely Dissatisfied

Calculation and Analysis:


  • Report will have the ratings from 5 to 1 and null, if feedback not punched at the customer end in the column named “Value”

  • "TRUE" for “Did we address your concern?” but No Star Rating which results “null” as Rating. This will be counted as CSAT

  • “Did we address your concern?” gets captured under column named “Satisfactory” in the CSAT report

  • "FALSE" for “Did we address your concern?” will be counted as DSAT

  • Refer Downloaded Report

  • CSAT% = Count of 5 and 4 rating divided by count of surveys received (5 to 1)

  • Mid-SAT% = Count of 3 rating divided by by count of surveys received (5 to 1)

  • DSAT% = Count of 2 and 1 rating divided by count of surveys received (5 to 1)

  • Survey Response Rate (SRR)  is measured to know the baseline levels of survey

  • SRR = Survey Response divided by Count of cases handled (in the respective channel)


Target-


  • CSAT% target is >=85% (greater than and equal to 85%)

  • SRR% target is >=20% (greater than and equal to 20%)








Sponsor Acceptance 



Approved by the Project Sponsor:



        Date: Feb 7, 2023    

<Project Sponsor : Lav Kush

Executive Vice President, Customer Experience