Alert notifications for satisfaction metrics

At the beginning of the chapter, I shared a use case of an automotive manufacturer that sends a customer feedback survey to a new car owner. If the customer is not happy with the car, an alert is generated.

To implement this scenario, you can use the alert notification feature in Customer Voice. An alert is generated based on a satisfaction metric value. Customer Voice supports the definition of satisfaction metrics on your project and maps the metric to survey questions in the same project. In addition to the standard metrics, such as Net Promoter Score® (NPS) and Customer Satisfaction (CSAT), you can also create custom metrics based on your specific scenario.

Figure 9.5 shows an example of a new car survey that measures different aspects of customer experience (question 2):

Figure 9.5 – An example survey question for an automotive dealer

You can create a custom satisfaction metric that calculates...