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CSAT is the result of surveys given to customers at the time work is completed on their vehicle. The CSAT score reflects the customers satisfaction and has a range from 0 to 100. Therefore, the CSAT does not require normalization to be combined with other fleet success scorecard indicators.
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Customer Satisfaction surveys can be configured from it’s its manage screen to be sent out after each work order. These surveys can be submitted to either the Vehicle’s Customer and/or Operator. Determine the question you want to ask, as well as a comment question.
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Net Promotor Score surveys can be set on a schedule to email specific users such as department heads, customers, drivers, etc. These recipients are set by clicking NPS box to view results, then click on the 3-dot menu in the top-right corner of that section. Select “Manage RecipientsRecipients”:
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Use “Subscribe” and “Unsubscribe” to toggle which users will be receiving the NPS surveys moving forward.
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