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Save Survey Response

This block saves the customer survey response data for a completed interaction (three questions) for reporting purposes. Survey results are stored in scenario variables in the $(varname) format. The three survey questions are typically some variations of the following:

1. Was your issue resolved on your first contact with us?
2. On a scale from one to nine, how would you rate your overall satisfaction with our service?
3. On a scale from one to nine, how likely are you to recommend our product to your friend/colleague?

Settings

• Issue was resolved – The response is stored in the $(first_call) variable as required for reporting.

• Contact satisfaction - The response is stored in the $(contact_satisfaction) variable as required for reporting.

• Net Promoter Score data - The response is stored in the $(NPS_raw) variable as required for reporting.

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