Birdeye allows businesses to view their customer experience scores to help them deliver a great experience at each touchpoint in the contact journey. You can easily view the customer experience scores under 'Contacts', ‘Referrals’ and 'Inbox'.

WHY EXPERIENCE SCORE?

The experience score enables you to understand the customer’s current level of happiness and tailor messaging and campaigns accordingly. You can easily batch the customers with high experience scores, and ask them to refer other customers, bringing in new leads and higher revenues.

The experience score also saves time by allowing you to easily focus on retaining happy customers and reach out to the unhappy ones with custom messaging and campaigns.

HOW IS THE EXPERIENCE SCORE GENERATED?

Customer experience score is generated from review ratings, NPS questions in ‘Surveys’ and customer experience campaigns. Experience scores are based on customer feedback generated from these channels and are measured on a scale of '0 - 10'.

To learn more about the scores, read the following articles:

• How does the question type 'NPS' help in a survey?
• Understanding ‘Overall Score’ for a survey response

The table below illustrates how review ratings will be mapped with experience score:

VIEWING EXPERIENCE SCORE WITHIN 'INBOX'

You can view the experience score next to the customer name within Inbox. It will also be visible once you open the conversation with a customer. HANDY TIP: Hover over the score to view the source using which the score has been calculated.

VIEWING EXPERIENCE SCORE WITHIN THE 'CONTACTS' TAB

Experience score will be visible next to the customer's name within the 'Contacts' tab.

You can also use the experience score filter on the right to view the contacts with an ‘Experience score’.

USING EXPERIENCE SCORE FILTER

In referrals and custom campaigns, you can use the experience score filter to target the audience based on their experience. While configuring the recipients in a campaign, use the 'Experience score' filter on the left to select the recipients based on their experience.