CSAT in Copilot

What is CSAT?

Customer Satisfaction Surveys (CSAT) are used to capture user perception of the Moveworks bot. It is a message asking users to rate their overall satisfaction based on a scale of 1-5 stars. All CSAT messaging is sent via your branded bot.

Who receives CSAT?

Employees who have been bot active during the previous 8 days will receive a CSAT message. To ensure we are not creating additional noise, employees will only receive one CSAT message every 180 days, and only if they have used the bot.

How are CSATs sent?

To uphold consistency and to reduce confusion to end users, all CSAT messaging is sent via your branded bot. There is no mention of Moveworks in the CSAT survey.

What do you do with the responses?

We analyze feedback to identify what’s working and what needs improvement in the product.

CSAT metrics and individual responses can be viewed in the CSAT tab under Copilot Insights of the analytics app.

What does CSAT look like?

Please refer to the screenshot below to preview the CSAT experience. After users rate the bot, they will have an opportunity to provide additional feedback via free-input text through the bot.

Benefits of CSAT

CSAT is the main tool to accurately capture how end users feel about the Moveworks bot experience at scale - it’s a qualitative lens that helps us identify what is working well and areas of improvement.

CSAT Dashboard

The CSAT dashboard can be found under Copilot Insights in your analytics app and offers an insightful overview of user satisfaction concerning the Moveworks bot and its overall performance within your organization. It features advanced filtering options, including user department and location, allowing for a comprehensive analysis of the feedback data.

The date range can be changed at the very top of the screen by clicking on the underlined dates.

At the top there are two graphs that display how the score and response rate are varying over time. Hovering on any data point will allow you to view accurate information.

The score breakdown section displays the number of responses for each rating point in the defined time range. Clicking on any of these will open a new tab to the right which contains detailed information regarding the date on which the survey was taken and any feedback that the user has provided.

An aggregated report of all the information can be viewed by clicking on the "ALL CSAT FEEDBACK" button.

I have additional questions about CSAT

Please contact your Customer Success team for further questions regarding all things CSAT.