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Customers

NPS, CES and microsurveys

This guide covers a feature of Cliedesk Pro. The free plugin is a complete help desk; see what Pro adds.

These surveys are part of Cliedesk Pro. Set them up in Settings → Conversations → Satisfaction (CSAT), section NPS, CES and microsurveys. You need Manage settings.

Survey types

  • NPS (0–10): “How likely are you to recommend us?” and “Why?”. It is sent by email on a schedule: the first time a number of days after the customer’s first order (or first conversation), then every number of days (default 30, then every 90). The answer stores Promoter (9–10), Passive (7–8) or Detractor (0–6) in the contact field NPS category.
  • CES (1–7): “How easy was it to solve your issue?”. It goes With the CSAT survey or Instead of the CSAT survey, for the channels you choose.
  • Microsurvey: 1 to 5 questions (faces, thumbs, emoji, stars, scale, choice, dropdown, text). A question can show only for some answers of an earlier question. An answer can be saved to a contact field. Send it with the rule or macro action Send a survey (NPS, CES or microsurvey), or make a personal link for a contact.

To add a survey: press New survey, choose the type, write the questions, set Status to Active and press Save survey.

How often and when

  • Days between any two surveys to a contact (default 7): no other survey in this time, CSAT included.
  • Pause after this many unanswered surveys (default 3): the contact gets no survey until they answer one.
  • After an AI resolution: the CSAT survey, a short thumbs survey, or none. AI-only chats can also get the survey when the customer has been quiet for some hours.
  • Invite customers with a 5 of 5 rating and a delivered order to leave a review: one invitation after the days you choose. A rating of 4 or less never sends one.

Other channels and languages

On WhatsApp, Messenger and SMS, the CSAT survey comes as a short message with reply buttons. When you save the CSAT question, AI translates it into the site’s other languages. Questions you wrote yourself stay.

Results

See Reports → More reports → Surveys. The contact profile shows the NPS category, the AI CX score of 12 months and Churn risk when satisfaction is falling. You can use Churn risk and the CX score in segments and routing. Other tools can write and read answers with the Public API (see the developer docs).