Elements Library

While creating or adjusting a flow in the “Flow Editor” section of the campaign’s main menu, the elements library offers variations of metrics, questions, and other elements to choose from.

Here’s a preview of all elements and adjustments possible.

Enter the flow and click on the “+Add first element” or only the “+” option for the library to show up. A new window pops up where you can choose from the following elements:

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Metrics

• Group of elements connected to the world-known XM metrics, each of the metrics offers a calculation (rates) based on the standard formula

Customer Satisfaction (CSAT)
On a relational level, Customer Satisfaction (CSAT) can measure general satisfaction with your company. However, it is also an effective way of measuring the performance of a channel on a transactional level, where the customer rates their experience following a specific contact. This enables correlation of, for instance, contact centre operations with the overall customer experience results, providing detailed and actionable data to drive improvements (on agent/shop assistant and process levels). This can be used in all human, digitally assisted, and digitally unassisted channels relating to contact centres, stores, web services, IVR, etc. The CSAT score is measured on a scale of 1 to 5.

Surveys from CSAT can be customised to make use of visual rating scales, such as stars or smileys, rather than the typical numeric scales. This could make the survey more engaging for participants. CSAT asks the question: How would you rate your overall satisfaction with the (goods/service) you received? Your CSAT score is the percentage of people who rated their satisfaction as either 4 or 5 on the scale. An advantage is the COPC world benchmark for CSAT measurement and the opportunity to benchmark your channels against other world-class customer services (overall Customer Satisfaction ≥ 85% top two box and overall Customer Dissatisfaction ≤ 5% bottom box). Only customer satisfaction surveys at the transaction level will give useful information for driving satisfaction within a given channel (customer service, retail, etc.).

Customer Effort Score (CES)
The Customer Effort Score (CES) takes a different angle compared to the previous measurement tools. The customers are asked how much effort they had to put into a specific interaction with the company, so it is purely transactional. It is commonly employed as often as a follow-up to customer service experiences and used to enhance customer service response time and offer better quality services. CES is measured on a 5-point or 7-point scale or through a simple disagreement/agreement rating question. The CES element made with Staffino may look something like this: The organisation made it easy for me to handle my issue.

First Contact Resolution (FCR)
FCR metric stands for First Contact Resolution, and it is used to measure the effectiveness of your customer service. It is the percentage of customer contacts that are resolved on the first attempt. FCR asks the question: Did our (company/employee) manage to resolve your issue after the first call/contact? To find out the FCR rate, divide the number of cases resolved on the first try by the total amount of cases handled by agents and then multiply by 100 to get the percentage – our dashboards do the Math for you.

Net Promoter Score (NPS)
NPS is a reliable indicator of business growth due to its correlation to customer loyalty. It has been taken up by some of the most significant companies across the globe. By implementing NPS, you will be able to compare your own performance with that of your rivals by carrying out the relational NPS survey, which will be useful in convincing organisational leaders to back your plans. It is calculated by asking customers to rate the likelihood of them recommending the company’s product or service to a friend or colleague on a scale of 0 to 10.

Furthermore, the NPS survey breaks down your customer base into three categories:
– Promoters (with ratings of 9 or 10)
– Passives (with ratings of 7 or 8)
– Detractors (6 or below)

This allows you to craft campaigns and solutions to gain and retain the loyalty of each group. Net Promoter Score (NPS) asks one simple question: On a scale of 0 to 10, how likely would you be to recommend our company to a friend or colleague? NPS is given as a score from -100 to 100. To find your NPS, simply subtract the percentage of people who gave you a rating of 9 or 10 (promoters) from the percentage of those who rated you 6 or lower (detractors). Let our dashboards do this for you!

Customer Journey (CXJ) The logic of the CXJ metric is similar to that of the multichoice question element. The CXJ element offers multiple options to choose from, mostly tracking previous parts of the journey until the customer reaches the recent transaction. The CXJ question made with Staffino may look something like this: Did you try to solve your request and get information at other contact points before you called us on the customer line?

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Questions

• Group of elements connected to the different types of questions with various designs and without any specific calculation behind it

Rating scales
Rating on a scale of 2 to 10 will get you the average result among respondents

Sentiment
There is an option to thank the employee or leave a suggestion for him/her. It focuses more on individual performance by looking at the sentiment the transaction evoked in the customer. The sentiment question made with Staffino may look something like this: What was your experience?

Open question
Open questions or so-called verbatims provide an option to leave feedback with up to 1000 characters.

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Static elements

• group of pre-defined elements that are not used for feedback collection but are mostly connected to the visual side of the flow

Divider: visually dividing content via an almost edge-to-edge line
Headline: bigger font size compared to standard elements
Image: insert JPG, PNG or GIF formats with max. size of 4MB (a company logo, for example)
Video: insert video URL
QR code: generate a unique QR code with a title and adjust its sizing
Paragraph: plain text
Page break: dividing elements into separate pages
Block (currently unavailable)
Profile: insert employee avatar with or without profile details

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Support elements

• group of elements that are not necessarily used for feedback collection but more for collecting additional data that are validated within the format

Input box: input of phone number, emails and other input type with format validation (correct prefix, email address must include “@”, etc.)
Agreement: checkbox, attachments and legal agreement options

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Import

• Import element option allows you to connect and upload already existing questions from different flows to the one you are setting up or adjusting.

Learn more about the behaviour of the Shared Element here. To see what your survey can look like, here’s a preview of a flow suitable for a Telecommunication use case.