Configuring the CSAT survey to actually get responses

Two changes more than doubled our CSAT response rate. (1) Send the survey 4 hours after the conversation, not immediately. People are still emotional immediately after. (2) Use a 3-point scale (good/okay/bad) instead of 5-point. Faster, more honest.

Switching to 3-point today. Response rate hovers at 14%.

Median across our customers is 18% on 3-point, 9% on 5-point. The math agrees.