Customer satisfaction scores your customers fill in
Ask for a rating when a conversation is resolved, on email, live chat, WhatsApp, Telegram, SMS, LINE and X. See scores per agent in Reports, read every comment and fix the cause before it spreads.
A quick rating on 7 channels
In the live chat widget the survey appears right in the conversation, with stars, hearts, flames or smileys and your own question. Email sends 1 to 5 star links, Telegram shows rating buttons, and on WhatsApp, SMS, LINE and X the customer simply replies with a number.
How was your conversation with our support team?
Tap a rating to rate your experience.
Anything we could have done better?
Your rating style
Your own question
Optional comment
How CSAT works in Deskwoot
Three steps to live customer satisfaction measurement, with no developer time needed.
1. Sent when a conversation is resolved
2. The customer rates in one tap
3. The score shows up in Reports
Everything a CSAT survey tool should do
No extra app and no fee per survey. Turn it on for an inbox and the scores flow into Reports. CSAT surveys are part of the Business and Enterprise plans.
Every response in context
Scores per agent
Response rate
CSAT vs NPS: which one to measure?
Both are useful, both answer different questions. Most support teams start with CSAT and add NPS once volume justifies a quarterly study.
CSAT (transactional)
Measures how satisfied a customer was with one specific conversation. High frequency, fast feedback, and it shows process and agent issues right away. Best when you support customers every day and want a daily signal.
Best for: support teams, help desks, live chat
NPS (relational)
Measures how likely a customer is to recommend you on a scale from 0 to 10, usually asked once a quarter. It shows loyalty to your brand and product market fit. Best when you want a health metric for the board, not a daily operational signal.
Best for: product, marketing, board reporting
How to calculate CSAT score
Standard formula across the industry. Deskwoot calculates it for you in Reports, but here is the math.
CSAT % = (positive responses / total responses) × 100
Example: 100 customers respond, 85 select "Good" or "Great", your CSAT is 85%. Anything above 80% is considered strong; below 60% is a process issue.
Below 60%
60 to 80%
Above 80%
CSAT FAQ
The short answers are here. For anything else, ask Fynn below.
What is CSAT?
CSAT (Customer Satisfaction Score) is a metric that measures how satisfied a customer was with a specific interaction with your support team. It is usually expressed as a percentage of customers who rated the interaction positively. CSAT is the most common way support teams measure quality at the conversation level.
What is a good CSAT score?
Industry average CSAT for B2B SaaS support is around 75 to 80%. Anything above 80% is considered strong, above 90% is best in class. Below 60% almost always points to a process issue (slow first response, broken handoff, missing help article) rather than an agent issue.
What is the difference between CSAT and NPS?
CSAT measures one specific interaction (transactional). NPS measures overall loyalty to your brand (relational). CSAT is asked after every resolved conversation; NPS is usually asked once a quarter. Most support teams start with CSAT because it gives a daily operational signal.
Does CSAT work on email and WhatsApp, not just live chat?
Yes. Deskwoot sends the survey on the channel the customer used: star rating links by email, rating buttons on Telegram, and on WhatsApp, SMS, LINE and X the customer replies with a number from 1 to 5. In live chat the survey appears in the widget. Every answer lands in the same report.
Is CSAT included on the free plan?
No. CSAT surveys are part of the Business and Enterprise plans. Every new account starts with a 7-day Enterprise trial, so you can send surveys and see the scores before you choose a plan.
