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Satisfaction surveys

Ask customers to rate the help they got when a conversation is resolved, and see the results in Reports.

Help centreUpdated on

A satisfaction survey (CSAT) asks the customer to rate the help they got, from 1 to 5, when a conversation is resolved. They can add a comment.

Turn it on

  1. Go to Settings → Inboxes, open the inbox, and open CSAT.
  2. Turn the survey on.
  3. Choose how it looks: emoji or stars. Write the question if you want your own words.
  4. Optionally, send it only for conversations with certain labels, or skip those labels.
  5. Save.

On WhatsApp

After 24 hours without a message from the customer, WhatsApp only allows templates. So the survey on WhatsApp is sent as a template, and Meta has to approve it as a utility message. Choose Check utility fit to have Texa AI check your text against Meta’s rules. It explains each point and offers a rewrite that’s more likely to be approved.

The results

Reports → CSAT shows your satisfaction score, how many customers answered, every rating with its comment, and filters by agent, team, inbox and date. Download it as a CSV.

For longer questions, such as why people are leaving, or what they think of a new product, use Surveys.

Still need help?

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