CSAT criterion (Customer Satisfaction)

CSAT is a segmentation criterion that enables defining a segment.

To learn how to create a segment, please refer to this article.

Getting the best from your satisfaction monitoring

The CSAT widget is a powerful tool to monitor the satisfaction of your visitors. You can use it for long term monitoring, getting feedback from a new webpage, a new service and so on. But you can also act on the visitors that rated their experience by creating segments based on their score then personalize their future visits on the website.

⚙️ Configuration

In the segment builder, under the User satisfaction category, you will find 2 criteria : CSAT and NPS©. Drag and drop the CSAT criterion in the right panel and let's configure the form.

The CSAT criterion allows you to target specific visitors that were previously exposed to a previous CSAT campaign and left a response.

1. Target visitors according to the feedback they left : Positive (5 or 4), Neutral (3), Negative (2 or 1), whatever the campaign was

2. Specify the campaign type, the campaign name and the variation where they submit the feedback (variation is optional).

Note that you can select the ‘+ add condition’ option if you want an additional condition from another campaign. In this case, the AB Tasty tag will check if one condition OR the other is met. This is an alternative verification :

Do not forget to name your segment properly and save it. For the QA, the segment you have built will return as ‘true’ or ‘false’ in the console or as ‘accepted’ or ‘rejected’ in the QA Assistant as any other segment or trigger.

🔎 How does it work?

When a visitor gives a rate in a CSAT campaign, the information is stored in their local storage. So in order to segment your visitors according to CSAT, a campaign should have run and collected ratings (obvious so far) and the visitors should not have cleared their local storage.

👉 The scoring is erased and updated if a visitor responds differently to the same campaigns

You can see the scores when inspecting your webpage :

Application > Local storage > websitedomain > ABTastyData > objects CsatVotes & NpsVotes

More information about CSAT widget in this article.

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