Reminder emails for CSAT non-responses
under review
A
Aleksandr
Good afternoon,
In order to increase the feedback from customers I would like to suggest adding the option to choose to resend a reminder asking to rate the service performed.
I have experience in implementing such systems and observing customer behavior. I suggest the following:
- Add the ability to select the number of reminders and the period of time after which the system should send a second email. From my practice, if the client did not respond after 2 reminders, the response rate decreased to 7%.
- It is important to be able to create a template for a follow-up e-mail.
- I also suggest to give the possibility of automatic scoring by the system in case of non-response of the client. I would add the following text to the second email: In case of no response, your score will be automatically set to positive. This is due to the fact that negative impressions and events have a greater impact on our perception than positive ones. Therefore, positive feedback is something that is expected by default, and only the absence of problems is the norm.
- There is also a lack of analytical reporting in the system. Nowadays it is not a problem to connect AI/ML programs like ChatGPT and get a summary on customer feedback, this would allow to understand which services or products and for what reasons there are problems with customers. Or at least add an upload in an editable format.
Best regards,
Aleksandr Kostin
Project Manager
Unmanned Aerial Services Inc.
151 Pine St., P3C 1X2
Sudbury, ON, Canada
cell.: +1 647-287-7798
email: aleksandr@uasinc.ca
LinkedIn: linkedin.com/in/kostinap
https://www.uasinc.ca
Eben Marks
under review