Customer satisfaction survey software built into the shared inbox
Sektra sends a short satisfaction survey when a conversation on email or WhatsApp is closed, and reports the answers beside the rest of the analytics. Each inbox has one survey in emoji, numbers or stars, a customer is asked at most once a week per conversation, and automated mail is never surveyed. The report shows the average, the spread of scores, the response rate and the recent comments for each teammate, inbox and channel.
Customer satisfaction survey software asks a customer one question after a support interaction and turns the answers into a score a team can track. The question is almost always some form of how the customer felt about the help they received, with a scale of three to five steps and room for a comment. Separate survey tools send the question from outside the conversation, which means a second system to connect and a score that sits apart from the thread it describes.
Sektra asks the question from the conversation itself. The survey goes out as a reply on the thread, from the inbox address the customer wrote to. The answer is recorded on that conversation and credited to the teammate who held it when the survey was sent. Chat ratings, which the widget already collects at the end of a chat, appear in the same report, so one page covers email, WhatsApp and chat.
One satisfaction survey per inbox, in emoji, numbers or stars
Each shared inbox has its own survey settings: whether surveys are on, the style, the question and the thank-you text. The style is a row of five emoji, five numbered boxes or a run of stars, and the settings page previews the email and the WhatsApp message as the customer will see them. The question is the line above the choices, and the thank-you text is shown once the customer has answered. A survey that is off for an inbox costs nothing on close.
When a customer satisfaction survey is sent
The usual trigger is a person closing the conversation, which sends the survey as a reply on the thread and closes the conversation again. A rule can send one as an action instead, for example only on conversations tagged Billing or only after a service level target was met. A conversation is surveyed at most once in seven days, and the survey is never sent to a no-reply address, an auto-reply, a newsletter or a conversation nobody on the team wrote in. On WhatsApp the survey is one message with a link, and it goes out only while the customer window is open.
How the customer answers the survey
The email carries the five choices as links, and one tap records the score and opens a small page with the thank-you text and a comment box. A customer who taps a second choice changes the score, and a comment of up to 1,000 characters is kept with the answer. The page has no sign-in, no tracking and nothing to load, and a link older than 30 days shows a quiet page instead of a form. The sent survey and the answer both appear in the conversation's activity log.
A Satisfaction report by teammate, inbox and channel
Analytics gains a Satisfaction view for the date range and inboxes you choose. It shows the average score, the distribution across the five steps, the response rate, and a table per teammate, per inbox and per channel, with chat ratings merged in beside the email and WhatsApp surveys. The twenty newest comments are listed with a link to their conversations, and an export writes the same rows to a CSV file, newest first, for a report of your own.
What your team gets
A survey from the conversation
The question goes out as a reply on the thread, from the address the customer wrote to, when a person closes it.
Never sent to a machine
No-reply addresses, auto-replies, newsletters and conversations the team never answered are left out.
One score per teammate
Each answer is credited to the teammate who held the conversation when the survey was sent.
Email, WhatsApp and chat in one report
Surveys and chat ratings appear in one view with the average, the spread and the response rate.
Satisfaction surveys setup in four steps
The steps follow the order a new workspace takes them in, and they use the names of the screens as they appear in the app.
- 1
Open the inbox's Satisfaction card
Under Settings, open Inboxes, choose a shared inbox and find the Satisfaction card.
- 2
Turn on surveys and pick a style
Turn on Send satisfaction surveys, choose emoji, numbers or stars under Style, and edit the question and the thank-you text.
- 3
Choose when it is sent
Leave Send when a conversation is closed on, or add Send a satisfaction survey as the action of a rule for the cases you choose.
- 4
Read the Satisfaction view
Open Analytics and choose Satisfaction to read the scores by teammate, inbox and channel, and export them as CSV.
Common questions
These are the questions teams ask before they set this up. If yours is not covered here, send it to us.
What is customer satisfaction survey software?
Customer satisfaction survey software asks a customer to rate a support interaction, usually on a short scale with room for a comment, and reports the answers as a score over time. In Sektra the survey is part of the shared inbox: it is sent from the conversation when a person closes it, and the answers are reported beside response times and service level results.
How is the satisfaction score calculated?
Each answer is a score from one to five, whichever style the inbox uses. The Satisfaction view reports the average over the answers in the range, the count at each step, and the response rate, which is answers divided by surveys sent. A teammate's figures cover the conversations assigned to them when the survey went out, and chat ratings are counted by the assignee at the time of the report.
Will customers be asked too often?
A conversation is surveyed at most once in seven days, whichever way the survey was triggered, so two closes in a week send one survey. Automated senders and conversations without a reply from the team are never surveyed. A customer who writes on several topics in a week may receive a survey on each conversation.
Does the survey work on WhatsApp and chat?
On WhatsApp the survey is one text message with a link to the survey page, and it is sent only inside the 24-hour customer window. Chat does not send a survey, because the widget already asks the visitor to rate the chat when it ends, and those ratings appear in the same Satisfaction view.
Other parts of the same inbox
Sektra compared with the tool you use now
Each page states what the other tool is built for, what it costs and what changes when a team moves to Sektra.
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