Customer Satisfaction Survey (CSAT)

What is CSAT?

Customer Satisfaction Surveys (CSAT) is a survey tool that helps capture user perception on the Moveworks AI Assistant. It is a one-time message asking users to rate their overall satisfaction based on a 1 - 5 star rating scale. All CSAT messaging is sent via your branded AI Assistant.

When will CSATs occur?

CSATs are sent to a batch of users who have been AI Assistant active during the previous 8 days. 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 AI Assistant.

Who receives CSAT?

Employees who have been AI Assistant 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 AI Assistant.

How are CSATs sent?

To uphold consistency and to reduce confusion to end users, all CSAT messaging is sent via your branded AI Assistant. 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 Adoption tab of the BPI+ analytics app.

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.

What does CSAT look like?

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

Benefits of CSAT

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

I have additional questions about CSAT

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