Overview
When the Customer Satisfaction module is activated, you will be prompted to create a first survey campaign. This article guides you through all the necessary steps.
Note: When a role (e.g., Administrator) has access to the Customer Satisfaction module, it has access to all module features. It is not possible to hide certain sections of the module for specific users.
Key benefits
Easily configure a customer survey campaign.
Customize email content.
Automate survey delivery based on task progression.
How to use the Customer Satisfaction module
Campaign creation steps
1. Access the module
In your ProgressionLIVE account, click on the Satisfaction tab.
Click Create a campaign.
2. Campaign definition
Name the campaign. This name will only appear in your campaign list.
Add an image. (Optional)
3. Configuration
Measure NPS (Net Promoter Score). To learn more, see the article: NPS and Customer Satisfaction: What, How, Why?
Google review.
Enable the Google review option if desired, then enter your company's Google review link. See this article to find where to get this link.
The Google review request will be triggered based on the NPS score left by the respondent:Promoters only: the Google review will be requested from respondents who left an NPS score of 9 or 10.
Promoters and passives: the Google review will be requested from respondents who left an NPS score of 7, 8, 9, or 10.
All respondents: the Google review will be requested regardless of the score left or if they skip the question.
Redirect URL. Enter the URL of the web page to redirect respondents to after the survey. Leave the field empty to use the default page.
4. Email
Enter the email sender name. E.g., your company name.
Enter the email subject.
Give the email a title. This title will appear in bold in the message header.
Write the email description. (Optional) — Text displayed below the title and above the first survey question.
Tip: If the survey is intended for both French- and English-speaking customers, also fill in the fields in the English tab. The survey will then be automatically sent in the language set in the ProgressionLIVE customer record.
5. Automated survey (optional)
This section allows you to schedule survey delivery based on the progression of certain task types.
Configuration steps
Check Link the survey to one or more task(s).
Select the task type(s) to associate with the survey. Example: Service Call
Click Add a new rule to include other task types.
Select the statuses that trigger survey delivery. Example: 600 - Completed and 610 - Completed (to be re-contacted)
Note: The survey is sent only once per email address, upon the first time a task progresses to a selected status.
Example: If your configuration targets the type Service Call and statuses 600 - Completed and 610 - Completed (to be re-contacted), the survey will be sent only the first time a task reaches one of those statuses.
Tip: Add multiple statuses to cover different sending scenarios, for example:
600 - Completed
610 - Completed without signature
Delay and mute period
Delay before sending. (Optional) — E.g., a value of 00:12:00 will send the survey 12 hours after the task progression.
Mute period. (Optional) — This option prevents multiple surveys from being sent to the same email address during a single campaign, to avoid over-solicitation.
Example: You complete multiple Service Call and Installation tasks for the same customer in a month. By setting a mute period of 7 days, that customer will receive a maximum of one survey per week.
Email addresses
Primary email: address in the customer record.
Secondary email: address in the location record (used if the primary email is empty).
6. Summary
The Summary section displays all your campaign information. Review the details, then click Save.
Important: If you leave the creation flow without saving, a confirmation window will appear.
Required sections to create a campaign:
Campaign definition
Questionnaire
Email
Then save the campaign in the Summary tab.
FAQ
Is it possible to restrict access to certain sections of the Customer Satisfaction module?
No. When a role (e.g., Administrator) has access to the module, it has access to all features.