Customer satisfaction scores
your customers actually fill in.
Send a one-click CSAT survey at the end of every email, live chat, WhatsApp or Telegram conversation. See per-channel and per-agent scores in Reports, drill into the unhappy ones in seconds, fix the root cause before it spreads.
Everything a CSAT survey tool should do
No bolt-on app, no per-survey fee. Just turn it on per inbox and the scores start flowing into Reports.
One-click rating
Five-emoji or thumbs up/down. Customers tap once and the score lands in your dashboard, no separate page to load.
Per-channel breakdown
See whether email, live chat, WhatsApp, Telegram, SMS, X or LINE customers are happiest. Tune the channels that lag.
Per-agent leaderboard
Healthy competition that rewards craft, not speed. Coach the bottom quartile, learn from the top.
Optional follow-up comment
When someone rates low, a free-text comment box appears. Real signal, not just a number, so you know what to fix.
How CSAT works in Deskwoot
Three steps to live customer satisfaction measurement, no developer hours required.
Auto-trigger after resolve
When an agent marks a conversation as resolved, Deskwoot sends the CSAT prompt on the same channel the customer used.
Customer rates in one tap
Five-emoji scale, 8-second decision. No login, no captcha, no extra page load. Optional comment if the score is low.
Score lands in Reports
CSAT score, response rate, and per-agent / per-channel breakdowns appear in Reports the moment the rating arrives.
What your customers see
The CSAT survey ships in your brand colour, in the customer's language, and on the channel they already trust. Email, live chat, WhatsApp, all the same one-tap experience.
- Auto-translated into the customer's language
- Cookieless on the live chat widget for EU compliance
- Optional public testimonial when the rating is positive
Live chat survey preview
How was your conversation with our support team?
Anything we could have done better?
CSAT vs NPS: which one should you 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 the satisfaction of one specific interaction (a ticket, a chat, a phone call). High frequency, fast feedback loop, surfaces process and agent issues immediately. Best when you ship support every day and want a daily dashboard.
Best for: support teams, helpdesks, live chat
NPS (relational)
Measures how likely a customer is to recommend you on a 0-10 scale, asked once per quarter. Surfaces brand-level loyalty and product-market fit. Best when you want a board-level health metric, not day-to-day 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.
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.
< 60%
Process issues to fix
60โ80%
Industry average
> 80%
Best in class
CSAT FAQ
- 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 75-80%. 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 knowledge base article) rather than an agent issue.
- How do I calculate CSAT score?
- Divide the number of positive responses (customers who rated 4 or 5 on a 5-point scale, or selected "Good" / "Great") by the total number of responses, then multiply by 100. Deskwoot calculates this automatically in Reports and breaks it down by channel and agent.
- How do I improve my CSAT score?
- Three lever order: (1) cut your first-response time below 1 hour - latency drives the biggest CSAT drops, (2) read every low-CSAT comment within 24 hours and fix the most common root cause, (3) coach agents one-on-one with their own CSAT trend, not the team average. Deskwoot surfaces all three in the Reports tab.
- 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 ticket; NPS is asked once a quarter. Most support teams start with CSAT because it gives daily operational signal.
- Does CSAT work on email and WhatsApp, not just live chat?
- Yes. Deskwoot sends the CSAT prompt on whichever channel the customer used: a one-click link in the email signature, an inline message bubble on live chat, a quick-reply button on WhatsApp and Telegram. Same score, same Reports view, regardless of channel.
- Is CSAT included on the free plan?
- Yes. CSAT is included on every Deskwoot plan, including the free plan. There are no per-survey fees, no add-on cost, and no cap on the number of CSAT prompts you can send.
Start measuring satisfaction in 5 minutes
Free plan available. Turn CSAT on per inbox and the scores start showing up in Reports the moment the first customer replies.
Get started free