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How your CSAT survey responses make Vincere better for you.
How your CSAT survey responses make Vincere better for you.

A quick explanation of how your CSAT survey response helps make Vincere better for you.

Cherry avatar
Written by Cherry
Updated over a week ago

We know these surveys might pop up for you or your team when you’re not expecting them, but if you have a minute to give us some feedback, it genuinely goes a long way towards making Vincere a better product for you and your business.

So, what is CSAT?

CSAT is an industry standard way to collect feedback from our customers. It usually starts with a simple question like “How satisfied are you with your Vincere experience 🤔?

We collect feedback with CSAT surveys throughout the customer lifecycle. We send the first survey after 2 weeks, then another at 2 months, then every 2-3 months after that.

Here’s Vincere's in-product CSAT survey (we send email versions too):

Ratings & comments

The survey asks you to rate your Vincere experience from 1-5. These numerical ratings let us know how we’re doing.

We’ll then ask if you would you like to add a line or two to explain what you love or how you think we could do better. These comments are ✨gold-dust ✨

Taking action

Ok, this is where we are so far:

✔️ We’ve asked you for feedback

✔️ You’ve taken time out of your day to give us feedback

🔲 Now it’s on us to make sure that feedback gets put to good use.

Firstly, we analyse the numerical ratings at an account level to ensure things are moving in the right direction - any numbers of concern you will be invited to book in a call with our Customer Success team.

Secondly, we also collect any comments from you and your team, good or bad. Honest feedback is incredibly valuable in maintaining a great constructive partnership with our customers, and knowing how we can work together for you to achieve success.

And finally, we surface those ratings and feedback to the relevant Vincere teams on a real-time basis (aka VinnyChat™). For example, feedback regarding Features & Functionality will always get to the team who design and build the platform. Feedback regarding our help content or training resources will get back to our Customer Success team. Data Migration feedback will always find its way to our Professional Services team. This is how each of our teams know where they can do better to ensure we continue to improve Vincere for our customers.

So that’s CSAT in a nutshell. We really do value your feedback, and it all goes towards making Vincere a better product for you.

Thanks for your help 🙌

*It’s worth noting here that we never share this information with anyone. It’s solely used by Vincere to make our product better.

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