If your studio has Xplor Growth's CSAT tool enabled, your customers can complete the survey directly within your studio app (iOS & Android). The survey will ask the following questions:
How was class with "instructor name?"
1-5 star ranking
What can we improve? - Displays for ranking of 3 stars or fewer
What did you enjoy? - Displays for ranking of 4 or 5 stars
Leave us a comment - optional
Who can see this?
Public: Your name and feedback are visible to the business and can be shared publicly
Private: Your name and feedback are visible to the business but can't be shared publicly
Anonymous: Your name is hidden, but your feedback is visible to the business and can be shared publicly
Enable CSAT Survey
CSAT is turned on/off and configured within your Xplor Growth account. In Xplor Growth, go to Feedback and toggle the CSAT survey on.
Once the CSAT survey is set to live, the in-app experience will be enabled, too. All responses will be tracked in the Xplor Growth dashboard with the email survey responses.
In-App CSAT Prompt can be enabled/disabled on a location-by-location basis.
Survey Timing
The in-app survey will appear when the customer opens the app one hour after the start time of the class they attended.
If the customer completes the email survey before opening the app, the in-app survey will not display.
If the customer has taken multiple classes since they last opened their app, only the most recent class survey will appear.
Survey Frequency
By default, customers will receive the in-app survey for each class type or instructor within a given week. Customers will not be prompted to review the same class type or instructor more than once per week.
Customers can adjust the frequency rate or turn on/off surveys by going to the app > Profile Icon > Reviews.
For more resources on the CSAT tool, click here.