CSAT — customer satisfaction — is one question asked after a conversation is resolved. It is off until you switch it on, and you switch it on per channel.
Switching it on
Open Settings → Inboxes → the channel → CSAT, and enable the survey. You choose:
- how the rating is shown — stars or emoji
- the message that goes with it
- whether a comment is invited as well as a rating
The survey is sent when a conversation is resolved, on channels that can display it. A conversation that is never resolved is never surveyed, which is the single most common reason a desk gets no responses: agents are leaving conversations open rather than closing them.
Reading the answers
Reports → CSAT lists every response: the contact, the agent, the rating, the comment, and a link to the conversation it came from. Filter by agent, channel, team or rating, and download the lot as a CSV.
Read the comments before the average. The number tells you whether something changed; the comments tell you what. A single one-star rating with a sentence attached is worth more than a week of unexplained fours.
What it measures, and what it does not
It measures the people who answered. Response rates to a CSAT survey are low and the people who answer are not a random sample: the delighted and the furious answer, the satisfied majority do not. Watch the trend rather than the absolute number, and never compare your figure to somebody else's.
It measures the conversation, not the outcome. A customer can rate a polite, fast agent five stars while remaining unhappy about the thing they asked for.
It is per conversation, not per customer. Somebody who contacts you four times can leave four ratings.
Limits
- Off by default, per channel.
- Only on resolution. No resolution, no survey.
- Not every channel can display a survey — it depends on what the channel supports.
- You cannot re-send a survey, and a customer cannot change an answer.
Who can do this
Administrators switch the survey on. Administrators read the report.