Learn how to configure Customer Satisfaction (CSAT) metrics in Microsoft Dynamics 365 Customer Voice. Find out which question type (Rating, Likert, NPS, or Text) is ideal for measuring CSAT and improve your customer feedback strategies.
Table of Contents
Question
A company uses Dynamics 365 Customer Voice surveys to capture customer feedback.
You need to configure satisfaction metrics to measure Customer Satisfaction (CSAT).
Which type of question should you create?
A. Text
B. Likert
C. Rating
D. Net Promoter Score (NPS)
Answer
C. Rating
Explanation
This item tests the candidate’s knowledge of satisfaction metrics.
Only Rating question types can be used to create a CSAT metric. The NPS question type can be used to create an NPS satisfaction metric. Text question types can be used to create a Sentiment satisfaction metric. Likert question types can be used to create a Custom score satisfaction metric.
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