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.
Once your survey is set live and new class check-ins occur, email surveys will begin to be sent!
Customers will be prompted to provide feedback one hour after a class start time. The CSAT survey will be sent after every class.
Frequency survey adjustments will be released in Q2 2025.
CSAT Survey Appearance
Customers will receive a survey via Transactional Email asking them to give a 0-5 star rating on their class with that particular instructor. Upon selecting a star rating, the customer will be redirected to a landing page where they can give additional feedback using badges or comments.
In-App Survey - Mariana Tek
Customers will receive a survey in your mobile app asking them to give a 0-5 star rating on their class with that particular instructor. Click here for more details.
In-app CSAT survey is currently in Beta. Expect a general release in Q2 2025.