{"id":53541,"date":"2025-05-01T08:05:38","date_gmt":"2025-05-01T06:05:38","guid":{"rendered":"https:\/\/enreach.es\/?p=53541"},"modified":"2025-05-05T09:37:46","modified_gmt":"2025-05-05T07:37:46","slug":"when-is-the-right-time-to-send-a-csat-survey-without-affecting-the-cx","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/when-is-the-right-time-to-send-a-csat-survey-without-affecting-the-cx\/","title":{"rendered":"When is the right time to send a CSAT survey without affecting the CX?"},"content":{"rendered":"<p class=\"\" data-start=\"472\" data-end=\"656\">Do you think sending surveys 5 minutes after hanging up is the most effective? Have you ever wondered if this practice negatively impacts your <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\" target=\"_blank\" rel=\"noopener\"><strong data-start=\"637\" data-end=\"655\">contact centre<\/strong><\/a> metrics?<\/p>\n<p class=\"\" data-start=\"658\" data-end=\"946\"><strong data-start=\"658\" data-end=\"718\">When we send a survey after a call matters<\/strong>. It&#8217;s equally crucial to consider the channel through which we request feedback and the content of the survey itself. For instance, a <a href=\"https:\/\/www.shopify.com\/ca\/enterprise\/blog\/fast-customer-service\" target=\"_blank\" rel=\"noopener\">Shopify<\/a> study reveals that <strong data-start=\"862\" data-end=\"945\">40% of customers ignore frequent or irrelevant surveys<\/strong>.<\/p>\n<blockquote>\n<p style=\"font-weight: 300; font-size: 35px; text-align: center;\">&#8220;40% of customers ignore frequent or irrelevant surveys.&#8221;<\/p>\n<p style=\"font-weight: 300; font-size: 20px; text-align: center;\">Shopify<\/p>\n<\/blockquote>\n<h2><span style=\"color: #39006c;\">1. WHAT IS THE BEST TIME TO SEND CSAT SURVEYS?<\/span><\/h2>\n<p class=\"\" data-start=\"1121\" data-end=\"1396\">If we <a href=\"https:\/\/enreach.es\/en\/blog\/how-to-conduct-csat-surveys-in-customer-service\/\" target=\"_blank\" rel=\"noopener\">send CSAT surveys<\/a> by phone, the most effective way is to send it <strong data-start=\"1187\" data-end=\"1227\">just before ending the interaction<\/strong>. It doesn&#8217;t matter if the customer spoke to a voicebot or an agent: <strong data-start=\"1301\" data-end=\"1395\">the best option is to trigger a short (single-question) survey before ending the call<\/strong>.<\/p>\n<p class=\"\" data-start=\"1398\" data-end=\"1411\"><strong data-start=\"1398\" data-end=\"1411\"><span style=\"color: #7a17f8;\">Why?<\/span><\/strong><\/p>\n<ul>\n<li data-start=\"1415\" data-end=\"1681\">We will receive a <strong>much more genuine response<\/strong> that more accurately reflects the experience. Not because customers forget details (when you have a bad experience you remember everything), but because it keeps the emotional impact fresh \u2014 for better or worse.<\/li>\n<li data-start=\"1415\" data-end=\"1681\">We avoid <strong>disturbing the customer<\/strong> by initiating a second call.<\/li>\n<li data-start=\"1684\" data-end=\"1830\"><span data-teams=\"true\">We achieve a <strong>higher response rate<\/strong><\/span> because users feel <b>more committed<\/b> to answering immediately.<\/li>\n<\/ul>\n<p class=\"\" data-start=\"1832\" data-end=\"2152\">When the <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\" target=\"_blank\" rel=\"noopener\">contact centre software<\/a> we use <strong>does not allow triggering a survey during the call<\/strong>, we are forced to schedule it a few minutes or hours later. This practice \u2014 very common when surveys are sent from an external platform \u2014 can <strong data-start=\"2095\" data-end=\"2151\">negatively affect the customer experience<\/strong>.<\/p>\n<p class=\"\" data-start=\"2154\" data-end=\"2167\"><strong data-start=\"2154\" data-end=\"2167\"><span style=\"color: #7a17f8;\">Why?<\/span><\/strong><\/p>\n<ul>\n<li data-start=\"2171\" data-end=\"2400\">Because even if the agent informs the customer, receiving another call just to answer a survey <strong data-start=\"2284\" data-end=\"2329\">breaks the natural flow of the conversation<\/strong>: the customer moves from &#8220;issue closed&#8221; to &#8220;answer more questions.&#8221;<\/li>\n<li data-start=\"2403\" data-end=\"2484\">Because it becomes easier for the customer to simply <strong data-start=\"2447\" data-end=\"2483\">ignore a second call<\/strong>.<\/li>\n<\/ul>\n<p class=\"\" data-start=\"2486\" data-end=\"2621\"><strong data-start=\"2486\" data-end=\"2552\">What can you do if you have no other way to send surveys?<\/strong> Either change the channel and send them via SMS or email, or automate customer satisfaction analysis with artificial intelligence.<\/p>\n<h2><span style=\"color: #39006c;\">2. WHICH CHANNEL IS BEST FOR SENDING SATISFACTION SURVEYS?<\/span><\/h2>\n<h3 data-start=\"2701\" data-end=\"3012\"><strong>2.1 SENDING SURVEYS AFTER A CALL<\/strong><\/h3>\n<p><strong><span style=\"color: #7a17f8;\">Pros:<\/span><\/strong><\/p>\n<ul>\n<li><strong>Does not negatively impact customer experience (CX)<\/strong> if carried out during the same call.<\/li>\n<li>The <strong>most natural way<\/strong> to ask for feedback is if someone requests it <strong>verbally<\/strong>.<\/li>\n<li>The <strong>response rate will be higher<\/strong> because the customer is already on the phone and only needs to stay a few more moments to answer.<\/li>\n<li>The <strong>response speed is immediate<\/strong>; if the user wants to respond, they will do so right away.<\/li>\n<\/ul>\n<p><strong><span style=\"color: #7a17f8;\">Cons:<\/span><\/strong><\/p>\n<ul>\n<li>We must create <strong>short surveys<\/strong> to ensure that users complete them. A single &#8220;yes&#8221; or &#8220;no&#8221; question or a satisfaction rating from 1 to 10 is ideal.<\/li>\n<\/ul>\n<h3><strong>2.2 SENDING SURVEYS BY SMS<\/strong><\/h3>\n<p><strong><span style=\"color: #7a17f8;\">Pros:<\/span><\/strong><\/p>\n<ul>\n<li><strong>Does not negatively affect CX<\/strong> as long as SMS surveys are not sent after every call.<\/li>\n<li>The <strong>response rate will be higher<\/strong> because SMS open rates are typically <strong>&gt;95%<\/strong>.<\/li>\n<li>The <strong>response speed is immediate<\/strong>; if users wish to answer, they will do so almost instantly.<\/li>\n<\/ul>\n<p><strong><span style=\"color: #7a17f8;\">Cons:<\/span><\/strong><\/p>\n<ul>\n<li>Customers may perceive the text as <strong>\\&#8221;prefabricated\\&#8221;<\/strong>, so it&#8217;s crucial to craft an attractive message.<\/li>\n<li>We are limited to <strong>short surveys<\/strong> to ensure users complete them: either a &#8220;yes&#8221; or &#8220;no&#8221; or a 1-to-10 satisfaction rating.<\/li>\n<\/ul>\n<h3><strong>2.3 SENDING SURVEYS BY EMAIL<\/strong><\/h3>\n<p><strong><span style=\"color: #7a17f8;\">Pros:<\/span><\/strong><\/p>\n<ul>\n<li><strong>Does not negatively impact CX<\/strong> if emails are not sent too frequently.<\/li>\n<li>Although we still depend on a compelling message, <strong>users are more willing to respond to surveys by email<\/strong>.<\/li>\n<li>We can gather <strong>more detailed feedback<\/strong> and include multiple questions, even an optional comments box.<\/li>\n<\/ul>\n<p><strong><span style=\"color: #7a17f8;\">Cons:<\/span><\/strong><\/p>\n<ul>\n<li>The <strong>response rate is lower<\/strong> because inboxes are often full of other emails, reducing engagement to around 15%-25%.<\/li>\n<li>The <strong>response speed is slower<\/strong>. Depending on the length of the survey, incentives such as <strong>discount codes<\/strong>, <strong>free reports<\/strong> or <strong>symbolic gifts<\/strong> may be needed depending on the sector.<\/li>\n<\/ul>\n<h2><span style=\"color: #39006c;\">3. HOW TO INTEGRATE AI TO REDUCE CSAT SURVEYS<\/span><\/h2>\n<p>Before this technology, it was impossible to assess customer satisfaction without conducting surveys, unless agents manually categorised calls.<\/p>\n<p>Today we can enable a <strong>speech analytics service<\/strong> that <strong>automatically analyses customer satisfaction<\/strong> after a call or chat.<\/p>\n<h3><strong>3.1 HOW SPEECH ANALYTICS DETECTS CUSTOMER SATISFACTION<\/strong><\/h3>\n<p>Bots that analyse conversations require an AI model trained to detect keywords like: &#8220;can&#8217;t help you&#8221;, &#8220;sorry&#8221;, &#8220;unresolved&#8221;, &#8220;frustrated&#8221;, &#8220;unacceptable&#8221;, &#8220;thank you&#8221;, etc.<\/p>\n<p>When AI analyses the call, it searches for these terms and <strong>scores customer satisfaction<\/strong> based on frustration or gratitude signals.<\/p>\n<p>Calls are usually categorised as:<\/p>\n<ul>\n<li>Satisfied<\/li>\n<li>Neutral<\/li>\n<li>Unsatisfied<\/li>\n<\/ul>\n<p>Some advanced <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/artificial-intelligence\/speech-analytics-for-call-centres\/\" target=\"_blank\" rel=\"noopener\">speech analytics for contact centres<\/a> solutions also <strong>evaluate agent performance<\/strong>, combining it with satisfaction to <strong>rate the call from 1 to 5 stars<\/strong>.<\/p>\n<p><strong>Additionally<\/strong>, AI can be trained <strong>according to our criteria<\/strong>: for instance, only giving 5 stars if the client says \\&#8221;you are the best\\&#8221;, or assigning 1 star if offensive words are detected.<\/p>\n<h3><strong>3.2 WHAT IS NEEDED TO ENABLE SPEECH ANALYTICS IN YOUR CONTACT CENTRE<\/strong><\/h3>\n<ul>\n<li>Subscribe to a <strong><a style=\"color: #7a17f8;\" href=\"https:\/\/enreach.es\/en\/blog\/ai-call-transcription-everything-you-need-to-know\/\" target=\"_blank\" rel=\"noopener\">call transcription service<\/a><\/strong>. No transcription, no analysis.<\/li>\n<li>Control costs by <strong>transcribing only a percentage of calls<\/strong>.<\/li>\n<\/ul>\n<h3><strong>3.3 HOW TO CHOOSE THE RIGHT SPEECH ANALYTICS SOLUTION<\/strong><\/h3>\n<ul>\n<li>Ensure the AI model is <strong>integrated within your customer service system<\/strong> to see results directly.<\/li>\n<li>Opt for a provider offering <strong>flexible customisation<\/strong> to match your needs.<\/li>\n<li>Ensure the <strong>security of transcribed data<\/strong>.<\/li>\n<\/ul>\n<h2><span style=\"color: #39006c;\">4. THE DEFINITIVE FORMULA<\/span><\/h2>\n<p>Although we have seen several options, <strong>sending satisfaction surveys before ending the call remains the best strategy<\/strong> for <strong>contact centres<\/strong>.<\/p>\n<p>This way, we can collect immediate feedback <strong>without harming the customer experience<\/strong> or creating friction.<\/p>\n<p><strong><span style=\"color: #7a17f8;\">What if our contact centre system doesn&#8217;t allow this?<\/span><\/strong><\/p>\n<p>If that is the case, we should avoid second calls and <strong>use digital channels<\/strong> such as <strong>SMS<\/strong> or <strong>email<\/strong>:<\/p>\n<ul>\n<li><strong>SMS<\/strong> if you aim for a <strong>higher response rate<\/strong> quickly<\/li>\n<li><strong>Email<\/strong> if you need <strong>more detailed responses<\/strong><\/li>\n<\/ul>\n<p><strong>And if we want to be even more strategic?<\/strong><\/p>\n<p><strong>Using AI to decide when to send satisfaction surveys<\/strong> makes all the difference.<\/p>\n<p>If we integrate a <strong>speech analytics<\/strong> solution that analyses conversations automatically, we can identify when it is truly relevant to send a survey.<\/p>\n<ul>\n<li>Only send surveys when AI detects <strong>unsatisfied customers<\/strong>.<\/li>\n<li>Or when AI rates the service with 1 star.<\/li>\n<\/ul>\n<p><strong><span style=\"color: #7a17f8;\">This way, we achieve three things at once:<\/span><\/strong><\/p>\n<ul>\n<li>We reduce the number of surveys sent<\/li>\n<li>We improve the customer experience by avoiding friction<\/li>\n<li>We collect more valuable and actionable feedback<\/li>\n<\/ul>\n<p>We recommend analysing conversations with AI to obtain <strong>immediate and objective data<\/strong>, and combining it with <strong>periodic NPS surveys<\/strong> (quarterly or annually) to measure explicit customer recommendation levels.<\/p>\n<p><strong>Combining real-time feedback from AI with traditional NPS surveys gives you the most complete view of customer satisfaction and loyalty. More complete than ever before.<\/strong><\/p>\n<h2><strong>OUR EXPERTS ARE AT YOUR DISPOSAL<\/strong><\/h2>\n<p>Is your <strong>call centre<\/strong> system unable to send immediate surveys? Would you like a demo of our <strong>speech analytics<\/strong> solution? Contact us via chat, call <strong>900 670 750<\/strong>, or fill in this form.<\/p>\n<div id=\"formulario\" class=\"hs-form\"><script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/js-eu1.hsforms.net\/forms\/embed\/v2.js\"><\/script><br \/>\n<script>\n  hbspt.forms.create({\n    region: \"eu1\",\n    portalId: \"25868881\",\n    formId: \"37d106ea-e12c-4300-8491-f82296dc2405\"\n  });\n<\/script><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Do you think sending surveys 5 minutes after hanging up is the most effective? Have you ever wondered if this practice negatively impacts your contact centre metrics? When we send a survey after a call matters. It&#8217;s equally crucial to consider the channel through which we request feedback and the content of the survey itself&#8230;.  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/en\/blog\/when-is-the-right-time-to-send-a-csat-survey-without-affecting-the-cx\/\" title=\"Read When is the right time to send a CSAT survey without affecting the CX?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":53528,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[],"class_list":["post-53541","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>When is the right time to send a CSAT survey without affecting the CX? - Enreach ES<\/title>\n<meta name=\"description\" content=\"Learn how to send customer service satisfaction surveys at the right time. 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