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Write Customer Satisfaction Survey Result

Category: Customer Satisfaction

Description: Extension module that allows the manipulation and formatting of satisfaction surveys, featuring a customizable name.

Functionality: Use this extension module to record customer satisfaction information in a format that can be interpreted by the associated report. This module enables the creation of a survey to be answered by the customer, offering various approval or disapproval methods to make the interaction more dynamic. Customers can express their satisfaction through likes, stars, and faces, and the results are recorded and interpreted, with the information available in an associated report viewer.

Prerequisites

  1. Design a flow with surveys

    • Design a survey flow using the extension module Request Entity by Name. In this case, two surveys will be conducted to achieve the desired functionality.

    • Create entities in Lynn

    • From the flow designer, create the necessary entities to store the results of the surveys that will be conducted.

Implementation

Entities containing information on customer satisfaction: Field where you must select or create an entity of the list type, which will contain the survey question or heading and the options to classify the customer. In the entity, you can enable the “entity format” option, where you can select a custom format for the classification data, oriented towards presentation in the widget channel provided by Lynn. The details are as follows:

To manipulate the custom format for classification data, enter the target classification entity for the survey and edit the “Entity Formatter” field, where you can select the following options:

- LIKE Option

For this option, the entity must be configured with a list containing two (2) options, which will be reflected in the reporting (recommended: YES/NO), and the visualization will show like and dislike.

--Example:

 Entity Name: ClasificationEntry -> (LIST) YES/NO

--Output:

--STARS Option

For this option, the entity can be configured with list values from 1 to 9, and the visualization will be stars:

--Example 1:

 Entity: ClasificationEntry -> (LIST) 1 / 2

--Example 2:

 Entity: ClasificationEntry -> (LIST) 1 / 2 / 3 / 4 / 5 / 6 / 7 / 8 / 9

- FACES Option

For this option, the entity must be configured with a numbered list from 1 to 7. The result will be a list of emoticons expressing emotions. Important: It will not display information if it has a different configuration.

--Example 1: 

Entity: ClasificationEntry -> (LIST) 1 / 2 / 3 / 4 / 5 / 6 / 7

--Example 2: 

 Entity: ClasificationEntry -> (LIST) Very bad / Bad / Slightly bad / Average / Slightly good / Good / Very good

👁️‍🗨️ The difference between list values in Example 1 and Example 2 will correspond to the values observed in the survey reports or their presentation destination in different channels.

Intent to execute in case of an error. Error information will be transferred to a variable named: Write_Customer_Satisfaction_Survey_Error: Dropdown list where you must select the name of the intent for error handling. When an error overflow occurs, the Write_Customer_Satisfaction_Survey_Error entity will be loaded with the error details if available.

Implementation Example

Field Value
Name PruebaSurveyV1
Entities containing information on customer satisfaction ClasificationEntry
Intent to execute in case of an error. Error information will be transferred to a variable named: Write_Customer_Satisfaction_Survey_Error Error_Handler

Considere estos campos de configuración de la entidad

Field Value
Name ClasificationEntry
Entity Type LIST
Value Very bad / Bad / Slightly bad / Average / Slightly good / Good / Very good
Entity Formatter FACES

Output:

To access the results of the survey conducted with the customer, follow these steps:

  1. Access the report: Navigate to the ‘Survey Result’ report.

    • For more information, click HERE

  2. Locate the charts section: Go to Charts -> Lynn-dashboard-tenant-autogenerate.

  3. Find the survey value: The value obtained from this survey will be available in the Survey Value column of the selected chart.

The image below illustrates how the report will be visualized: