Mekari Qontak omnichannel provides a customer survey feature that can make it easier for you to send various surveys to customers for each available channel. In this case, the survey can be adjusted to the needs of divisions in your company with the aim of resulting feedback from customers and meeting service/product needs. Here are the steps.

1. Go to the Settings menu, and select the "Customer survey" tab.
2. Then activate the survey type you want. This survey type consists of CSAT, CES, and NPS. The following is a detailed explanation.
   
   

   You can check more than 1 available survey.

A. CSAT (Customer Satisfaction)

1. 1. CSAT Is a Customer Satisfaction Score Survey (CSAT) that is ideally sent when you want to see how happy clients are with an action your business has taken, or a particular aspect of your product/service. If you activate CSAT, you can select all channels by clicking "All channels" or specific channels by clicking the following "triangle icon".
      

   2. If you want a specific channel then click "Select channel".
      

      If you check the Select all channels checkbox, the display will look like the following.
      

   3. After that, select the channel you want by ticking the box next to one of the channel names. You can also look for the channel in the search column. Once you're finished, click "Done".
      
   4. Then you can create a survey in the form of questions and answers by filling in the Question column.
      
   5. Then determine the type of answer choice for the question you have asked based on the emoji provided.
      
   6. You can also plan follow-up questions once you customer gives a score. If you don't require it, enable the following toggle.
      
      

      - Check this box if you wish to ask one follow-up question throughout the scoring.
      
      - Apart from that, you can also check this toggle if you want to create follow-up questions for each score.
      

   7. Check out the view that your customers will see in the preview on the right of the Customer Survey page. ​
      

B. CES (Customer Effort Score)

1. 1. CES Is a Customer Effort Score. CES shows service metrics that measure how much effort customers put into interacting with your business. If you choose CES, you can click the following "triangle icon", then select all channels by checking "Select all channels" or certain channels by selecting "Select channel".
      

   2. After the channel setup process is complete, you can create a survey in the form of questions and answers in the Question column. Then, determine the minimum and maximum scale of the questions you previously created.
      
   3. Furthermore, you can also determine follow-up questions after your customer provides score. If you don't need it, activate the following toggle.
      
      

      - Activate this toggle if you want to ask one follow-up question for the entire score.
      
      - Apart from that, you can also activate this toggle if you want to create follow-up questions for each score.
      

   4. Check the view your customers will see in the preview on the right of the following Customer Survey page.

      

C. NPS (Net Promoter Score)

1. NPS is the Net Promoter Score (NPS) used as a proxy to measure overall customer satisfaction with a company's products or services and customer loyalty to the brand. If you choose NPS, you can click the "triangle icon" below, then select all channels by checking "Select all channels" or certain channels by selecting "Select channel".

   
2. After the channel setup process is complete, you can create a survey in the form of questions and answers in the Question column. Then, determine the minimum and maximum scale of the questions you previously created.
   
3. Furthermore, you can also determine follow-up questions after your customer provides score. If you don't need it, check the following checkbox.
   
   

   - Activate this toggle if you want to provide one follow-up question for the entire score.
   
   - Then activate this toggle if you want to create follow-up questions for each score This question category is raised based on detractors, passives, and promoters.
   

4. Check the view your customers will see in the preview on the right of the following Customer Survey page.
   

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1. After setting the survey type for customers, you can create survey greetings to direct customers in filling out the survey. You can create a closing sentence, survey title, and thank you message.
   
2. Check the view your customers will see in the preview on the right of the following Customer Survey page. In the Page column, click “Thank you page” to see a preview of the Survey greetings.
   
3. After that, select the survey delivery method you want. This method consists of Automatic, which means the survey will be sent automatically when the message is completed, and Manual, which means the survey will become optional when the message is resolved.
   
4. Next, when all survey setup processes have been completed, click "Save changes".
   

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