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We are tracking usage of each survey.
We are tracking usage of each survey.
3 Contacts are to receive Stella, and 1 contact is to receive a Qualtrics survey (from the CRM). This is mandatory, and non-negotiable.
Please ensure you are keeping a tally of your surveys sent, so that you are sure to send the appropriate amount for each.
3 Stella + 1 Qualtrics = every 4th contact receives a Qualtrics survey
At the closing of each Customer interaction (phone, chat, and email), Agents are required to obtain permission from the Customer whether they agree to be surveyed , or not. CSAT Survey Opt In is a required field in the CRM. There are only six choices; No, Yes, Customer disconnected prior to request, Did not Ask, e-Mail Contact and Surveyed within Last 90 Days.
A “no” choice will allow you to close and complete the incident.
A choice of “yes” will append the standard text>>> English Templates>>>Most Commonly Used>>>CSAT Survey to the incident as a response to the Customer.
Customer disconnected prior to request: To be used when the Customer disconnected communication prior to the Agent being able to present the survey.
Did not Ask: To be used when the Agent forgets to ask.
E-Mail Contact: To be used for email/web ticket contacts. Will automatically append the email survey request to the incident.
Surveyed w/I Last 90 Days: Customers are to be surveyed once within a 90 day period. Review Customer Contact History.
DO NOT survey Customers more than once within this time frame.
VOICE VERBIAGE:
VOICE VERBIAGE:
Thank you for being a Fandango customer. We would appreciate your feedback on this short survey; it will take less than 3 minutes to complete. You can start the survey by clicking on the link below.
Thanks for choosing Fandango. We are listening to your feedback and working hard to improve Fandango for the best possible experience.
We are a service-driven company, and our goal is to always exceed your customer service expectations. More importantly, if we’re not consistently delighting you with our services, we want to know how to improve.
The link to the survey will be received in a separate e-Mail.
EMAIL VERBIAGE:
EMAIL VERBIAGE:
Dear $contacts.name.first,
Thank you for being a Fandango customer. We would appreciate your feedback on this short survey; it should take less than 3 minutes to complete.
The link to the survey will be received in a separate e-Mail.
We are a service-driven company, and our goal is to always exceed your customer service expectations. More importantly, if we're not consistently delighting you with our services, we want to know how to improve Fandango for the best possible experience.
Best regards,
$incidents.assigned.acct_id
Fandango Customer Support
Wireless access: mobile.fandango.com
CHAT VERBIAGE:
CHAT VERBIAGE:
If CU has no further questions:
We appreciate feedback from our customers. Would it be alright to send you a survey via email based on how I was able to take care of you today?
If CU says "Thank you":
You're welcome $contacts.name.first. We appreciate feedback from our customers. Would it be alright to send you a survey via email based on how I was able to take care of you today?
At the completion of every incident, Agents are to send a Stella Connect survey. Stella is intuitive enough to know whether a Customer has been surveyed within the past 90 days.
Agents must accurately choose the contact method; Phone, Chat or Email, correctly provide the Customer’s name and email used for the transaction. Press send.
Responses from Customers will post as soon as they respond. Customer rates Agent on a scale of 1 (Low) – 5 (High) stars. Customers are also able to recommend additional rewards for Superb service!
The Feedback E-Mail is simple and engaging. Agents and Management have preview ability to Customer responses.
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