When you enable CSAT (customer satisfaction ratings), a simple survey is added to your messaging workflow, allowing your customers to provide feedback about their support experience. These surveys are completely optional for your customers.
In this article, we’ll discuss how CSAT surveys work in the following messaging channels:
- Web Widget
- Mobile SDKs (iOS and Android)
- Social messaging channels (Line, WeChat, Twitter, WhatsApp, and Facebook)
For information on using these surveys in Support, see About CSAT ratings in Zendesk Support.
CSAT must be enabled in Zendesk Support before you can offer satisfaction surveys to your customers. See Enabling and using CSAT for enablement steps, as well as more information on CSAT functionality and reporting.
This article includes the following topics:
- Understanding the end user experience
- Understanding how the survey functions
- Disabling CSAT in messaging
The end user experience
A CSAT survey request is triggered when a ticket created through a customer interaction in the Web Widget, mobile SDK, or a social messaging channel is marked as Solved. The survey questions and answers are localized into one of the available Zendesk languages based on the customer’s location data.
A CSAT survey includes the following components:
- Rating (Web Widget, mobile SDKs, and social channels): The end user can click Good or Bad, depending on their opinion.: The end user can click Good or Bad, depending on their opinion.
Table 1. Web Widget Social messaging
- Comment (Web Widget and mobile SDKs only): The end user is invited to leave a brief comment describing their experience. The comment request appears only if the end user clicks a rating option.
Table 2. Web Widget
- Feedback reply (Web Widget, mobile SDKs, and social channels): After the end user enters a response, a standard reply is offered.
Table 3. Web Widget Social messaging
Note: Currently, the CSAT text cannot be customized.
Each step in the CSAT survey is optional for end users. If they do not wish to participate, they can type a new message in the composer, or end the conversation with no further action.
If end users choose to ignore CSAT and respond in the composer:
- If ticket is marked Solved: Ticket will reopen.
- If ticket is Closed: Answer Bot will initiate the re-greeting flow.
Other factors to be aware of:
- CSAT data will be ignored if it is provided after the ticket is closed.
- CSAT collection is localized in the standard Zendesk languages.
- CSAT is collected on the last active channel. If the conversation has moved from messaging to email, for example, CSAT will be collected through email.
Understanding how the survey functions
When you enable customer satisfaction rating for web, mobile and social messaging, a system-generated trigger is created. This trigger displays the survey to your customer immediately after the ticket is solved. See Understanding the CSAT trigger in messaging for details.
The CSAT survey for messaging uses the same settings as CSAT for Support. You can view your CSAT settings in Admin Center by clicking the Channels icon () in the sidebar, then selecting End users and clicking the Satisfaction tab.
CSAT functionality in messaging has the following limitations:
- Question text is not configurable.
- Agents cannot manually launch a CSAT survey. It can only be triggered when a ticket is marked as Solved.
- CSAT collection is represented by the Answer Bot avatar in messaging. This cannot be configured.
Disabling CSAT in messaging
CSAT is automatically applied to web, mobile, and social messaging when enabled in Support. If you do not want to offer CSAT surveys to your end users in any of these channels, you'll need to deactivate the trigger associated with that channel.
- For web and mobile messaging, deactivate the trigger Request customer satisfaction rating (messaging)
- For social messaging, deactivate the trigger Request customer satisfaction rating (social messaging)
You can re-enable CSAT in messaging by activating the trigger again.