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.

## Related

- [Reports](reports)
- [Set up an inbox](set-up-an-inbox)
- [Work in the inbox](work-in-the-inbox)