What is the satisfaction determinant?
The satisfaction determinant lets you define the criteria used to determine whether a customer is considered satisfied after completing a survey. This setting influences several actions in InputKit, including redirecting satisfied customers to Google or sending notifications when a customer is dissatisfied.
When creating a survey, an administrator can mark certain Scale Rating or NPS questions as satisfaction determinants. These questions are then used as the reference to automatically calculate whether a customer is satisfied.
How satisfaction is calculated
Once a respondent completes a sequence:
The system identifies the answers associated with the questions marked as satisfaction determinants.
An automatic evaluation is performed based on the following criteria:
NPS ≥ 7: the customer is considered satisfied.
Scale Rating ≥ 6.0: the customer is considered satisfied.
Otherwise: the customer is considered dissatisfied.
This evaluation is automatic and based only on numerical thresholds. The text of the questions or answer choices does not affect the calculation. This helps provide consistent results regardless of the wording or language used in your surveys.
Actions linked to the satisfaction determinant
When a customer is dissatisfied
An alert is automatically added to your dashboard.
You can also receive a notification, based on your notification settings, to be alerted in real time.
When a customer is satisfied
The customer can be redirected to the next step in the process, such as leaving a Google review.
Multiple satisfaction determinants in a sequence
A survey can include multiple questions marked as satisfaction determinants. In that case, all criteria must be met for the customer to be considered satisfied and redirected to the next step, such as an online review.
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