Overview

Customer Satisfaction Surveys, or CSAT, is a survey 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.

What does CSAT look like?

Please refer to the CSAT mock message below. All CSAT messages are sent by the AI Assistant, branded, and in configured chat platform(s).

Why is CSAT important?

CSAT is the main method we use to understand how users feel about the AI Assistant, and allows users to openly give feedback on a mass scale. Without CSATs, stakeholders lose the ability and foresight to understand the voice of the end user. Understanding these two aspects will significantly help gauge end user sentiment and temperature.

Who receives CSAT?

CSATs are sent to a batch of users who have been active in the AI Assistant 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 bot.

The official definition of users that are eligible to receive CSAT goes as:

• User was active in the AI Assistant within the last 8 days
• User has not received a CSAT notification for the past 180 days (6 months)
• Of this cohort, we select 20% of users randomly and send out a CSAT message

How does CSAT get sent out?

All CSAT messages are sent on the respective chat platform of the customer (e.g. Slack, Teams). Currently, we do not have the ability to send CSATs through our web interfaces.

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 AI Assistant Insights of the analytics app.

When does CSAT get sent out?

CSATs are sent weekly on Wednesdays - 10:00AM users’ local time.

Can a user change their CSAT rating?

Yes, an end use can change and update their CSAT rating as many times as they wish. We allow this flexibility in case end users mis-clicked their initial rating or change their mind about their experience. From an analytic side, we only track and record the last rated button.

Do CSATs expire?

CSAT buttons expire with our standard 30 day button expiration motion.