Challenge

Cervera wanted to better understand their customers sentiment after going through the customer journey on their website. Customer satisfaction is a critical metric for Cervera as it directly impacts customer loyalty, repeat sales, and overall brand reputation.

How they did it

Cervera built and published a CSAT survey using Triggerbee’s survey functionality. They used the Callout template which appears in one of the corners of the screen. The callout used a two-step form with the first step asking the customer to give a CSAT rating. The second step featured an optional comment field. Cervera utilized page targeting and published it on the Thank you/receipt page The survey was triggered immediately after a customer completed their purchase. The collected data provided Cervera with valuable insights into customer satisfaction levels, enabling them to pinpoint aspects of the online shopping experience that required improvement.