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Introduction

What is the Customer Satisfaction Survey solution?​

A customer satisfaction (CSAT) survey is a standardised question that users respond to on a 5 point scale - 1 = bad/unsatisfied, 5 = very good/very satisfied. The results are calculated to give a score out of 100. Typically, 75 and above is understood as a good score in comparison with CSAT score collected globally for a wide variety of companies.

We then ask a basic follow up question to understand more about why the score was given.

These documents describe our Springer Nature CSAT solution.

What is the architecture at a high-level?​

  • The front-end of the application is a component in the Elements Design System (but can be used on web sites that do not use Elements).
  • It gathers the basic score data and sends it to our servers, which is stored in BigQuery and later surfaced in Looker Studio dashboards. Architecturally it is almost identical to GA4; but without the analytics piece (and cookies).
  • It optionally uses Survey Monkey to gather free-from text input.

GDPR​

Scoring system​

The solution does not require consent to be given by users as we do not collect any data that would qualify as PII data; beyond that required for basic service delivery which is exempt.

In addition, we do not use cookies or local storage in a user's browser as part of this solution, so consent does not need to be explicitly gathered via cookie banners.

All data is transmitted to and stored in our systems; systems in widespread use across the company and covered by existing Data Processing Agreements (DPAs).

The data we collect is limited to the following:

  • the page url the user on when they use the solution
  • the page url the user was on previously (the referrer)
  • the country the user is in
  • the time and date the user interacted with the solution
  • the rating score that the survey submitted
  • the journal title associated with the page the user is on (if any)

Textual feedback​

To gather textual feedback from users, this solution integrates with Survey Monkey. If a user chooses to provide feedback, they are taken to the Survey Monkey website where they can submit their feedback via a text field.

The compliance aspects of interacting with Survey Monkey are covered by an existing Data Processing Agreement with Survey Monkey. Additionally, Survey Monkey provides a link to their privacy policy on their web site allowing users to be made aware of how their data is used by them.