CYSURVEY
- Rashida Badani
Introduction
CySurvey is a survey creation tool integrated into CyReport, designed to help organisations measure customer satisfaction (CSAT) and ensure quality assurance (QA) in customer service interactions. It offers a flexible, user-friendly interface that allows businesses to create custom surveys, categorise them, and associate them with specific call queues for performance tracking and insights.
CySurvey is an ideal solution for businesses looking to gather actionable feedback from customers and assess the performance of their agents. Whether it's measuring customer satisfaction through CSAT surveys or evaluating service quality via QA surveys, CySurvey empowers organisations to improve their customer interactions.
Key Features
Cysurvey offers a range of features that make it a comprehensive solution for survey needs:
User-Friendly Interface: Cysurvey provides an intuitive interface that allows users to create surveys quickly and efficiently.
Customisable Templates: Users can choose from a variety of templates to suit different survey types, such as customer feedback, employee engagement, market research, and more.
Real-Time Analytics: The tool includes real-time data analysis, enabling users to view survey results instantly and generate detailed reports.
Automated Scoring: Built-in scoring mechanisms allow for automated calculation of survey responses, making it easier to assess results.
Integration Capabilities: Cysurvey integrates seamlessly with other software platforms, facilitating easy data transfer and comprehensive analysis.
Secure Data Handling: Advanced security features ensure that all survey data is handled with the utmost confidentiality and integrity.
AI-Driven Suggestions: The AI component provides auto-suggestions for survey questions based on the context and purpose of the survey, enhancing the efficiency of survey creation.
Benefits
Improved Customer Satisfaction: By gathering and analysing customer feedback, businesses can identify areas for improvement and enhance overall customer satisfaction.
Data-Driven Decision Making: Cysurvey provides actionable insights to support informed decision-making across departments.
Increased Efficiency: The platform's intuitive interface and automation features streamline the survey process, saving time and resources.
Enhanced Agent Performance: By providing agents with performance metrics and feedback, Cysurvey helps improve agent engagement and customer interactions.
Accessing and Navigating Cysurvey
Cysurvey can be accessed through a newly added tab in the main application interface. Users can log in using their existing username and password. Upon accessing the survey tab, users will see a list of existing surveys which they can preview and manage.
Log into CyReport.
Click on the tab next to "Saved Filters" tab.
View, preview, or edit existing surveys from the dropdown menu beside the "Preview" button.
To create a new survey, click the "Add Survey" button at the top right corner of the page.
Customer Satisfaction Survey:
Introduction
A Customer Satisfaction (CSAT) survey is designed to gather feedback from customers after a service interaction. It helps organisations understand the quality of their service and make improvements based on customer feedback.
Cysurvey is ideal for conducting CSAT surveys. Organisations can gather valuable feedback from customers about their products and services. The automated scoring and real-time analytics features enable quick assessment of customer satisfaction levels, helping businesses identify strengths and areas for improvement. CSAT survey results are typically shared with clients to demonstrate commitment to quality and customer service.
Use Case: Imagine a scenario where a customer interacts with a support agent to resolve an issue. After the call ends, the customer receives a CSAT survey asking about the overall service experience, helping the organisation understand whether their needs were met and how well the agent performed.
How to Create a CSAT Survey in CySurvey
Creating a Customer Satisfaction (CSAT) survey in CySurvey is straightforward and allows for a variety of customisation options to fit your business needs. Here’s how you can create a CSAT survey:
Add a New Survey
To get started, click on the "Add Survey" button. This will take you to the survey creation page.
Title Your Survey
Give your survey a descriptive title, such as "Customer Service Team CSAT". Descriptive titles help in identifying the survey later and make it easier for your team to understand the survey's purpose.
Adding Questions
Click "Add Question" to start building your survey. The default question type is open-ended, which allows respondents to type their own answers.
You can edit this by clicking the pencil icon to change the question type.
CySurvey offers a range of question types, each suited for different feedback mechanisms:
Input Text: Ideal for open-ended questions, allowing respondents to provide detailed feedback.
Custom Option: Create a multiple-choice question where customers can select from predefined answers. Perfect for questions like "What was the purpose of your call?" with choices like "Billing", "Technical Support", etc.
Star Rating Option: Customers rate their experience on a scale of 1 to 5 stars, typically used for overall satisfaction or service quality.
Yes/No Option: A simple binary question for quick answers, such as "Was your issue resolved?"
Yes/No (Thumb): A visual variation of the Yes/No option that uses thumbs-up and thumbs-down icons for an intuitive response.
Satisfactory Rating Option: This scale helps customers rank their satisfaction, ranging from "Very Dissatisfied" to "Very Satisfied."
Emoji Option: Add a fun element to your survey with emojis representing emotions, making it easier for customers to express their feelings.
NPS (Net Promoter Score): A critical question for gauging customer loyalty by asking, "How likely are you to recommend our company to others?" The NPS scale is from 0 (not likely) to 10 (extremely likely).
Example Questions
"Did the agent greet the caller politely?" (Yes/No)
"How would you rate the overall interaction?" (Star Rating)
"How likely are you to recommend us to others?" (NPS)
Setting Scoring Parameters
Each question type (except open-ended) allows you to assign a score. For instance:
Yes/No questions may assign 2 point for "Yes", 1 point for “Not Sure” and 0 for "No."
Star Ratings may assign points based on the number of stars chosen.
NPS is scored based on customer ratings, where 9-10 are promoters, 7-8 are passives, and 0-6 are detractors.
6. Once you have chosen the question type, edited the question and added the scoring parameter click update to add the question.
Customising Your Survey
Once your questions are set, you can add a header (image or text), headers allows you to add branding.
You can also add a footer (text) to your survey, footers can offer additional information or closing remarks.
a. To add a footer, click on the footer option on the top left panel.
b. Enter the text that you want in the footer, once you have entered the text and click on close, the footer text will be added.
c. Check on the Show Feedback Input box if you want to add a box where customers can add feedback.
Finalising and Saving the Survey
Once you've configured all questions, scores, and thresholds, click "Save" to finalise the survey.
Assign a category to your survey such as Sales or Client Servicing.
Then, link the survey to a specific call queue. This step is essential as it ensures the survey is triggered after a relevant customer interaction.
Add a short description to the survey to help you identify it from the others.
Next, choose whether the Survey is CAT or QA.
You can set thresholds for overall survey scores to categorise responses into groups like Great, Good, and Poor based on the score. To add thresholds click on the add button and define them by a score in relation to the total points. Once you have defined that add the remark or option for it and the add a colour to help identify performance levels at a glance.
How Does CSAT Work?
The survey is sent to the customer via email or text after their call. Once completed, the feedback is calculated based on the question types and values assigned to each response. The results are classified based on pre-set point thresholds (e.g., "Very Good," "Good," "Poor").
How Can the Agent See the Results?
Agents can view the CSAT results in their interaction dashboard on CyDesk. The results appear with a colour indicator, helping them quickly gauge their performance. Supervisors can view a completed CSAT report, which shows all survey responses and scores. Optionally, the organisation can display the CSAT score and the option to view the full report within the agent's interaction tab.
Quality Assurance Survey
Introduction
CySurvey has always provided robust tools for gathering critical customer feedback, both for Customer Satisfaction (CSAT) and Agent Quality Assurance (QA) evaluations. With the latest enhancement, AI-powered analysis, CySurvey now offers smarter, more contextual evaluations of agent performance, improving the accuracy and fairness of QA assessments.
Use Case: Quality Assurance (QA) Survey
QA teams can use CySurvey to evaluate processes, products, and services. By setting specific scoring parameters, QA surveys can provide detailed insights into quality standards and compliance. This helps organisations maintain high quality and address any issues promptly. QA survey results are usually shared with managers to inform strategic decisions and operational improvements.
Use Case: Intelligent QA Scoring
In a typical roadside assistance call after a traffic accident, agents are required to ask certain standard questions:
What is your location?
Can we confirm the best contact number?
Is anyone injured?
Do you require an ambulance?
Is the vehicle in a safe position?
How many people are in the vehicle, including minors?
However, not every scenario requires the agent to ask each question explicitly. For example, if a caller states: "We’ve had a minor accident, everyone is fine, but the car can't be driven, and we’re on Highway 55 at marker 34," the agent wouldn’t need to ask about injuries, location, or vehicle safety. Traditional QA systems may penalise the agent for skipping these questions, even though they weren’t necessary.
With the new AI-powered system, CySurvey can analyse the entire conversation, understand the context, and determine whether the agent skipped questions appropriately. This ensures agents are not unfairly scored for not asking redundant questions, focusing on the quality of information gathered instead.
Key Benefits of AI-Powered QA
Contextual Understanding: The AI comprehends the flow of conversation and evaluates agent performance based on the full context, not just a checklist of required questions.
Fairer Scoring: Agents are assessed on the quality of the interaction and the information collected, ensuring more accurate scoring.
Automatic Feedback: After each call, the AI automatically scores the agent's performance and provides feedback to both the agent and the supervisor, allowing for immediate insights and improvements.
How to Create a QA Survey in CySurvey
Add a New Survey
To get started, click on the "Add Survey" button. This will take you to the survey creation page.
Title Your Survey
Give your survey a descriptive title, such as "Customer Service Team QA". Descriptive titles help in identifying the survey later and makes it easier to understand the survey's purpose.
Adding Questions
Click "Add Question" to start building your survey. The default question type is open-ended, which allows respondents to type their own answers.
You can edit this by clicking the pencil icon to change the question type.
CySurvey offers a range of question types, each suited for different feedback mechanisms:
Input Text: Ideal for open-ended questions, allowing respondents to provide detailed feedback.
Custom Option: Create a multiple-choice question where customers can select from predefined answers. Perfect for questions like "What was the purpose of your call?" with choices like "Billing", "Technical Support", etc.
Star Rating Option: Customers rate their experience on a scale of 1 to 5 stars, typically used for overall satisfaction or service quality.
Yes/No Option: A simple binary question for quick answers, such as "Was your issue resolved?"
Yes/No (Thumb): A visual variation of the Yes/No option that uses thumbs-up and thumbs-down icons for an intuitive response.
Satisfactory Rating Option: This scale helps customers rank their satisfaction, ranging from "Very Dissatisfied" to "Very Satisfied."
Emoji Option: Add a fun element to your survey with emojis representing emotions, making it easier for customers to express their feelings.
NPS (Net Promoter Score): A critical question for gauging customer loyalty by asking, "How likely are you to recommend our company to others?" The NPS scale is from 0 (not likely) to 10 (extremely likely).
Example Questions
"Did the agent gather the required information?" (Yes/No)
"Rate the agent’s professionalism during the call." (Star Rating)
"Did the agent handle the situation according to protocol?" (Yes/No)
Setting Scoring Parameters and Thresholds
Setting Scoring Parameters
Each question type (except open-ended) allows you to assign a score. For instance:
Yes/No questions may assign 2 point for "Yes", 1 point for “Not Sure” and 0 for "No."
Star Ratings may assign points based on the number of stars chosen.
NPS is scored based on customer ratings, where 9-10 are promoters, 7-8 are passives, and 0-6 are detractors.
Once you have chosen the question type, edited the question and added the scoring parameter click update to add the question.
Customising Your Survey
Once your questions are set, you can add a header (image or text), headers allows you to add branding.
You can also add a footer (text) to your survey, footers can offer additional information or closing remarks.
a. To add a footer, click on the footer option on the top left panel.
b. Enter the text that you want in the footer, once you have entered the text and click on close, the footer text will be added.
c. Check on the Show Call Summary Input For QA if you want the managers to add a remark or the call summary.
Finalising and Saving the Survey
Once you've configured all questions, scores, and thresholds, click "Save" to finalise the survey.
Assign a category to your survey such as Sales or Client Servicing.
Then, link the survey to a specific call queue. This step is essential as it ensures the survey is triggered after a relevant customer interaction.
Add a short description to the survey to help you identify it from the others.
Next, choose whether the Survey is CAT or QA
You can set thresholds for overall survey scores to categorise responses into groups like Very Good, Good, and Poor based on the score. To add thresholds click on the add button and define them by a score in relation to the total points. Once you have defined that add the remark or option for it and the add a colour to help identify performance levels at a glance.
How Can the Agent See the Results?
Once the QA survey is completed by the supervisor, the agent can see the results on their CyDesk Interaction dashboard. They can also access a detailed report, viewable by clicking on the star symbol.
How can Supervisors Access the Survey?
Supervisors can access the completed surveys via the Survey Report in the “My Reports” tab.
Next click view on the report they have created for Survey.
Click the QAC link for the specific call you wish to evaluate.
Select QA survey from the drop down.
Listen to the call recording on the left, answer the survey questions and click close to submit your responses.
Once completed, the results will be visible to the agent in their dashboard.
How Does QA Work?
The supervisor can access the QA survey through the "Survey Report" section in CyReport. They review the call recording and answer the survey questions based on their evaluation. This QA process ensures that agents maintain consistent service quality and adhere to company guidelines.
AI Integration in QA
AI-powered analysis enhances the QA process by automatically flagging issues and scoring calls based on predefined criteria. The AI system can detect patterns like tone of voice, language use, and call duration, providing additional insights that may not be visible to the supervisor during a manual review. This integration ensures consistent, unbiased assessments and helps improve overall service quality.