Moveworks Customer Satisfaction Survey (CSAT)

What is CSAT?

Customer Satisfaction Surveys (CSAT) is a survey tool that helps capture user perception on the Moveworks bot. 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 bot.

When will CSATs occur?

CSATs are sent to a batch of users who have been bot 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 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. We will provide a report if requested.

CSAT metrics and individual responses can be viewed in the tab Adoption of the BPI+ analytic 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 signals and 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 from a qualitative perspective.

I have additional questions about CSAT

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