CSAT
Ask customers to rate their conversation after it is solved, and see the scores on tickets and in reports.
Customer satisfaction (CSAT) asks the customer to rate a conversation once it is solved, on a scale of 1 to 5, with an optional comment. The score shows on the ticket and adds up in reports, so you can see how the team is doing and which conversations went wrong.
- The score: Very poor, Poor, Okay, Good or Great, for 1 to 5.
- A comment: optional, for anything the customer wants to add.
- Send feedback: saves the comment, and the score if they changed it.
Turn on the survey
Section titled “Turn on the survey”Open Settings, then General
The survey setting is in the Conversations section of the workspace’s general settings. You need the admin role.
Switch on Satisfaction survey
From then on, solving a ticket asks the customer to rate it.
What the customer sees
Section titled “What the customer sees”An email after the ticket is solved
When a ticket is solved, the customer gets a short email from the address the conversation used, asking how it went, with five links from 1 to 5. No account or sign in is needed.
One click records the score
Clicking a score saves it straight away and opens the survey page, with the score picked. There the customer can change it and add a comment.
See the results
Section titled “See the results”On the ticket, the Satisfaction section of the details panel shows the stars and the comment, and the timeline records the rating.
In Reports, the CSAT tile shows the average score out of 5 for the period, how many ratings it is based on, and the change from the period before.
Using the results
Section titled “Using the results”
Using the results
Section titled “Using the results”- Low scores are worth a follow-up from a team lead: the comment often says what went wrong.
- Filter reports by team or brand to compare how each one is doing.
- A rating counts in the period in which its ticket was solved.