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 about having 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.
Customers will receive a survey via Transactional Email asking them to give a 0-5 star rating on their class with that particular instructor, one hour after a class check-in. 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
At this time, 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 within the Mariana Tek mobile app if you have Feedback Suite enabled in Xplor Growth.
The survey will appear when the client opens the app one hour after the start time of the class they attended. If the customer completes the email survey before opening the app, the in-app survey will not display.
Clients can adjust the frequency rate or turn on/off surveys by going to 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, which clients have provided feedback, and a summary of the available feedback.
