What is “Customer Satisfaction”?
Customer Satisfaction is the newest moment using the Voice of Customer. It uses Dubber’s cutting edge AI to categorise calls that customers have shown appreciation towards positive interactions.
How is Customer Satisfaction defined?
Customer Satisfaction is defined as “A positive customer interaction that leads to gratitude or positive reinforcement”. We use award winning trained AI models to identify conversations about positive customer interactions and then categorise them into insightful topics.
For instance, when a customer mentioned in a call about a really positive experience in the store that a staff member went above and beyond to help them locate the right product for their needs. The system will detect this moment under Customer Service topic.
What are the Customer Satisfaction Topics?
We use Natural Language Processing AI technology to categorise detected Customer Satisfaction moments into the following topics:
Digital Experience: when a customer shows satisfaction about a digital experience (E.g website, apps).
Product: when a customer shows positive experience about the product the business supplied (E.g product quality, product experience).
Service: when a customer shows appreciation about the service offered by the business. This could be for service quality, availability and experience etc.
Pricing: when a customer mentions a positive experience around the pricing of the product or service. It could be about price plans, discounts and pricing related policies.
Billing and Accounts: when a customer mentions a satisfactory experience with the billing and accounts process. This can be invoicing, refund and issuing credit etc.
Purchase and Order: when a customer talks about positive experiences for the purchase and order process. The discussion can be the ease of purchase/order process and contract negotiations etc.
Delivery: when a customer shares a positive experience with the delivery process.
Customer Service: when a customer mentions satisfactory customer service from the business. This can be a positive comment on issue resolution, agent behaviour and knowledge etc.
Topic | Sub-category |
Digital Experience | Information availability, information relevance, information accuracy, personalized communication, website content, online support, self-service |
Product | Product quality, availability, value for money, product experience |
Service | Service quality, availability, value for money, service experience |
Pricing | Price, plans, discount, price matching policy |
Billing and Accounts |
Invoice delivery, Invoice details, Invoice description, credits, accounts, refund |
Purchase and Order | Contract negotiation, order process, payment/purchase easiness |
Delivery | Delivery schedule, delivery process |
Customer Service | Issue resolution, support availability, onboarding training, follow ups, employee attitude, transparency, agent behavior, agent knowledge, activation, escalation, agent availability |
How to activate the “Customer Satisfaction” moment?
To take advantage of "Customer Satisfaction", the Moment must first be enabled from your Account. For activation, please get in touch with your Dubber Partner.