CSAT surveys and results

Customer Satisfaction (CSAT) surveys let you collect valuable feedback after conversations are resolved. By measuring how customers feel about their support experience, you can identify what your team does well and where there is room for improvement. CSAT data is one of the most actionable metrics available for optimizing your support quality over time.

Enabling CSAT Surveys

Follow these steps to turn on CSAT surveys for your account:

1. Navigate to Settings > Account.
2. Locate the CSAT Surveys option.
3. Toggle the setting to enabled.
4. Save your changes.

Once enabled, a short satisfaction survey will automatically be sent to customers after their conversation is resolved. The survey typically asks the customer to rate their experience, and they may also leave an optional text comment.

Viewing Results

To review your satisfaction metrics:

1. Go to Reports > CSAT.
2. Use the date range filters to narrow results to a specific period.
3. Review individual ratings and comments to understand the context behind each score.

The CSAT report gives you an overview of your team's satisfaction scores, helping you spot trends and track performance across agents and time periods.

Best Practices

• Resolve conversations promptly. Surveys are triggered upon resolution, so timely closures mean fresher, more accurate feedback.
• Review low ratings regularly. Read the comments attached to negative scores,they often reveal specific, fixable issues in your workflow.
• Share results with your team. Transparent metrics encourage accountability and help agents learn from both positive and negative feedback.
• Track scores over time. A single low rating is not necessarily a concern, but a downward trend signals a problem worth investigating.

Troubleshooting

Surveys are not being sent

Verify that CSAT surveys are enabled under Settings > Account. Also confirm that conversations are actually being resolved, not just left idle,surveys only trigger when an agent resolves the conversation.

Low response rates

It is normal for only a portion of customers to complete a survey. To improve response rates, ensure conversations are resolved while the customer is still engaged rather than days after the last message.

Frequently Asked Questions

When exactly is the survey sent?

The CSAT survey is sent automatically when an agent resolves a conversation. The customer receives it in the same channel where the conversation took place.

Can customers leave written feedback along with their rating?

Yes. In addition to selecting a satisfaction rating, customers can submit an optional text comment. These comments appear alongside the rating in your CSAT report.

Does enabling CSAT surveys affect all inboxes?

Enabling the setting at the account level applies it broadly. If you need more granular control, check your individual inbox settings to see if channel-specific options are available.