CSAT surveys and results

Customer Satisfaction (CSAT) surveys let you collect feedback from customers after their conversations are resolved. Deskwoot automatically sends a short survey and aggregates the results in your reports.

Enabling CSAT surveys

Go to Settings > Account and enable 'CSAT Surveys'. When enabled, customers receive a survey after their conversation is resolved. The survey asks them to rate their experience and optionally leave a comment.

Survey channels

CSAT surveys are sent through the same channel the conversation occurred on. For website chat conversations, the survey appears in the chat widget. For email conversations, the survey is sent as a follow-up email. WhatsApp and other messaging channels display the survey as a message.

Viewing results

Go to Reports > CSAT to see your satisfaction metrics. The dashboard shows your overall CSAT score, response rate, score distribution, and trends over time. Filter by inbox, agent, team, or time period to drill into specific areas.

Acting on feedback

Click on individual survey responses to see the associated conversation. Low ratings often highlight specific issues that can be addressed through agent training, process improvements, or product changes. Review negative feedback regularly to identify recurring themes.