- [Instructor] Satisfaction
metrics enable you
to define how you measure
customer satisfaction
for your organization.
This ensures that the data you collected
through the survey responses
can be analyzed consistently
throughout different interaction points
in your customer journey.
Customer voice includes support
for adding standardized
satisfaction metrics,
such as sentiment, Net
Promoter Score or NPS,
Customer Satisfaction or CSAT
and mapping them to survey questions.
If you create a project
from one of the ready-to-use
project templates,
satisfaction metrics are already created
and mapped to the questions.
If you create a project
from the Blank template,
you'll need to add satisfaction metrics
and map with the questions.
For this example, we'll use a project
that has created using
the Blank project template
and add CSAT and sentiment
satisfaction metrics to it.
The CSAT metric can be mapped
to the rating questions
and the sentiment metric can be mapped
to the text based questions.
Open the survey in which you want
to add satisfaction metrics.
Open the Customization pane and
select Satisfaction metrics.
Select Add metrics,
and then select CSAT.
Enter a name for the metric
or leave the default name as is.
Choose the question you
want to map this metric to.
Save the changes.
Similarly, add the sentiment
satisfaction metric.
The satisfaction metrics are now added
and the question responses
will now be mapped
to the metrics.
After you've received
responses to your survey,
a dashboard is automatically created
for each set of metrics,
showcasing recent scores and trends.
Select Satisfaction metrics
to see the dashboard.
For the CSAT metric a
meter chart shows the score
for the metric.
The area chart towards the right
of the meter chart shows
the trend for the CSAT score
for the selected time period.
For the sentiment metric,
a pie chart shows the
distribution of positive, neutral,
and negative sentiments for the metric.
The stacked column chart towards the right
of the pie chart shows the distribution
of positive, neutral,
and negative sentiment
for the selected time period.
You can filter the charts
by using the time filter
or select a survey for which
you want to see the charts.
You can use power
automate to create a flow,
to create follow-up actions based
on the calculated metric
score of the survey.
For example, an account
manager can be notified
when a negative sentiment is received.
