Aptlet Description

Ad hoc CSAT Surveys allow you to survey a Contact without the contingency of archiving an email or completing a task. Use Ad hoc surveys to obtain more sentiment information with control and intention.

Example Workflow

Watch this 30 second video demonstrating stage-based CSAT survey prompts that allow for a surveying system to be used on an as needed basis. This demo is complete with a communication template addressing negative feedback from a CSAT Survey:

Suggested Communication Templates

Keep it consistent and streamline work by using a Communication Template for the feedback submission stages of the Ad Hoc CSAT Survey aptlet. Use the pre-formatted templates below editing where needed:

Negative Response

Hi {{firstname}},

It's come to our attention that you've had a recent poor experience with {{company}}.

I just wanted to take a moment out of my day to acknowledge your feedback and apologize on behalf of the business.

We really do strive to make sure our residents are happy and treated with respect and stellar customer service. Your sentiment is truly important to us and I'm sorry we dropped the ball, {{firstname}}.

Please let us know if there is anything further we can do to resolve any outstanding issues or what we can do for you in the future to improve your experience. You can trust we will prioritize your needs considering our recent misstep.

Sincerely, 

{{activeUserName}}

Positive Response

Hey there, {{firstname}}!

I wanted to take a moment to thank you for your recent positive feedback.

You know, we really do take pride in improving your experience and it's encouraging to hear we're accomplishing that with you.

If you haven't already, it would really mean a lot to us if you could share your experiences with others on our Yelp or Google Reviews pages. I linked them in this message.

Big thanks again, {firstname}}!

{{activeUserName}}

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