Tracking Customer Feedback and Satisfaction
Understanding how customers feel about their interactions with your AI assistant is crucial for improving its performance and ensuring a positive customer experience. Convi makes it easy to collect and analyze customer feedback directly within the app, giving you actionable insights into both message-level and overall session satisfaction.
In this article
How to Enable Customer Feedback
You can start collecting valuable feedback from your customers in just a few clicks. The customer satisfaction feedback feature is disabled by default and must be activated from your widget settings.
From your Convi admin panel, navigate to Settings.
Click on the Widgets tab.
Find the "Bubble widget chatbot" and click the Manage button.
In the customization modal, scroll down to the Behavior section and expand it.
Toggle the Customer satisfaction feedback switch to the "on" position.
Click Save to apply the changes.
💡 Tip: Enabling feedback is a quick and powerful way to start gathering qualitative data. We recommend turning this on as soon as you launch your widget. |
Understanding the Types of Feedback
Convi captures two distinct types of feedback to give you a comprehensive view of customer satisfaction.
1. Message-Level Feedback (Thumbs Up/Down)
After the AI sends a response to a customer's query, small "thumbs up" and "thumbs down" icons will appear next to the message. This allows customers to provide immediate feedback on the relevance and helpfulness of a specific answer.
👍 Thumbs Up: Indicates the AI's response was helpful and answered the question correctly.
👎 Thumbs Down: Indicates the response was unhelpful, inaccurate, or irrelevant. This is a key signal for identifying knowledge gaps.
2. Session-Level Feedback
At the end of a conversation, customers are given the opportunity to rate their overall experience with the AI assistant. This provides a broader measure of satisfaction with the entire interaction, from start to finish.
ℹ️ Note: Session-level feedback helps you understand the holistic customer journey, while message-level feedback pinpoints specific areas where the AI is succeeding or failing. |
Analyzing Feedback in Your Dashboard
All collected feedback is aggregated and displayed in your Analytics dashboard, providing a centralized location to monitor customer sentiment.
Navigate to the Analytics page from your Convi admin panel.
Scroll down to the Message feedback section.
Here you will see the total counts and percentages for "Thumbs up" and "Thumbs down" ratings across all conversations within the selected date range.
Use this data to identify trends. A high rate of "thumbs down" on a particular topic may indicate that your Knowledge Base needs to be updated with more accurate information.
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