Gather valuable customer insights by requesting feedback on their experience with your services, staff, and overall business using our Customer Satisfaction (CSAT) tool. You can send surveys via email or in-app to capture real-time feedback.
How CSAT Works
Customers rate their class or service on a 0-5 star scale, specifically evaluating the instructor or staff member they interacted with. The CSAT score is calculated using the following formula:
This results in a percentage score that reflects overall customer satisfaction.
If a customer leaves a comment or selects a feedback badge, you can analyze recurring themes to identify what customers love or areas for improvement. These insights help you enhance customer experience and increase retention.
Turning on CSAT
To turn on CSAT, go to Feedback > toggle the CSAT survey on.
Feedback is an add-on to Xplor Growth. If you don't see the option to toggle CSAT on, please contact our team to learn how to have it added to your account.
Once your survey is set live and new class check-ins occur, email surveys will be sent after each class.
Setup
On the Setup tab of the CSAT survey, you can adjust the Prompt Types, including In-App and Email surveys. Use the toggles to turn them on and off.
Prompts can be enabled/disabled on a location-by-location basis.
Customers will receive a survey via Transactional Email asking them to rate their class with that instructor on a 0-5 star scale, one hour after a class check-in.
Customer responses will be auto-saved. There is no submit button.
The frequency of the emails can be adjusted to send:
After every class
After class but only if the last survey was sent
more than X days ago
Currently, CSAT emails cannot be customized or edited. The format and messaging are standardized to maintain consistency and simplicity for users.
In-App Survey - Mariana Tek
The in-app survey experience is available in the Mariana Tek mobile app when Feedback Suite is enabled in Xplor Growth.
The survey will appear when the client opens the app, one hour after the class they attended starts. If the customer completes the email survey before opening the app, the in-app survey will not display.
Clients can adjust the frequency or turn surveys on/off in the app. Click here to learn more about the in-app options and client experience.
How do I review my CSAT survey responses?
To view your CSAT responses, log into Xplor Growth and navigate to Feedback > CSAT > Overview.
You will see your overall CSAT score, the feedback clients have provided, and a summary of the available feedback. Filters include:
Last X Days
Starts
Type
Class
Instructor
Locations (HQ)
