Automatically sending a survey after the transaction means sending the survey as soon as the customer is done — at the right time, short questions, automatic CSAT/NPS measurement. As long as the customer is impressed, the answer will be accurate. Zenify recorded a 35% reduction in processing time (approved).
TL;DR
- Send survey immediately after transaction.
- Right time = high response rate.
- Short questions: 1-3 sentences.
- Measure CSAT/NPS automatically in real time.
- Negative feedback → handle immediately.
Why is post-transaction survey important?
Customers are still impressed: just finished work — most honest answer.
Timely measurement: know the quality of each agent, each channel.
Early detection: dissatisfied customers → handle before bad reviews.
How to send the survey correctly?
1. Timing
Chat: immediately after processing is completed.
Email: a few hours to 1 day later.
Don't send it too late — customers forget the experience.
2. Short question
Question | Purpose
How satisfied are you? (1-5) | CSAT
Do you recommend? (0-10) | NPS
What needs improvement? (open) | Details
3. Frequency
Reasonable customer model — do not send 100% of each annoying transaction.
Prioritize customers with real interactions.
How to increase response rate
Send on time: right after the transaction.
Brief: 1-3 questions — customers don't give up halfway.
Indicate time: "It only takes 10 seconds".
Send via customer channel: SMS is much more effective than email.
Results with small incentives if applicable.
Processing survey results
Results | Processing
High score | Recognize agents, maintain
Average | Review the process
Low | Call back customer, handle immediately (see Sentiment analysis)
Specific complaints | Create tickets, track processing
How to automate surveys?
Select trigger: after transaction, after processing ticket.
Prepare a short questionnaire: questions + scoring scale.
Configure automatic sending: right channel, right time (see Trigger).
Report connection: CSAT/NPS synthesizes itself (see Automatic reports).
Automatic negative handling: low score → management warning.