About the CSAT (Customer Satisfaction) user experience for email and messaging

What's my plan?

Your customers can provide feedback about their support experience by rating their solved tickets. When you enable CSAT (customer satisfaction) ratings, end users receive a notification after the ticket has been solved that asks them to briefly evaluate their experience. They can also submit CSAT feedback in the customer portal of your help center.

The survey is designed to maximize the response rate by being quick and simple while also gathering the essential data: a positive or negative rating and optional comment. You can customize the CSAT question, rating scale, and rating labels.

This article contains the following sections:

• Email channel CSAT end-user experience
• Messaging channel CSAT end-user experience
• Request page CSAT end-user experience

Related articles:

• Viewing your CSAT ratings and score

Email channel CSAT end-user experience

When you turn on CSAT ratings for email, end users who submitted an email request receive a notification after the ticket is set to solved, asking them to briefly evaluate their experience. They have 28 days, by default, to respond to this request. Responses are not recorded after the ticket is closed. You can customize the default CSAT automation to modify the end-user experience, including the number of hours after a ticket is solved that users receive the CSAT notification.

The survey is designed to maximize the response rate by being quick and simple while also asking users to rate their satisfaction with the support they received. Users can select the option that best reflects their experience from the ratings listed.

When users select a rating, they are brought to a landing page where they can provide their feedback and add an optional comment. The elements end users see depends on how the CSAT is configured. For example, if CSAT is configured to include the CSAT ratings and no additional questions, end users will only see the ratings area. For the configuration options, see Sending a CSAT survey to your customers.

Example

In this example, a CSAT survey is configured with the following:

• CSAT question with ratings
• Drop-down reasons for users who submit a negative rating
• Open-ended question

When CSAT is configured this way, end users responding to the survey will see one of the following views, depending on whether they submit a positive or a negative rating.

• Positive rating: End users can add comments

  

• Negative rating: End users can add comments and select a reason for their experience from the drop-down menu.

  

The following rules apply to end users when using CSAT:

• End users can't opt out of receiving survey requests.
• Satisfaction ratings are per ticket, not per customer. End users receive a survey request for each of their tickets that are solved.
• Once a ticket is set to Closed status, the temporary URL will no longer work. It will redirect the user to a generic page.

Messaging channel CSAT end-user experience

When you turn on CSAT ratings for messaging, 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. After an end user receives assistance through a messaging channel, they are sent a message asking them to evaluate their experience.

CSAT functionality in messaging has the following limitations:

• Agents cannot manually launch a CSAT survey. It can only be sent when a ticket is marked as Solved, or if the default trigger is altered.
• CSAT collection is represented by the bot avatar in messaging. This cannot be configured, but is presented by the system avatar in the new CSAT.

You can customize the default trigger to modify the end-user experience.

By default, the survey is presented in the messaging channels (for example, web and mobile). The survey is designed to maximize the response rate by being quick and simple, while also gathering the essential data: a positive or negative rating and optional comments. You can customize the CSAT question, rating scale, and rating labels.

When users click to submit a customer satisfaction rating, they begin a messaging conversation that guides them through questions where they can provide their feedback and add comments. This flow may vary based on the messaging channel and configuration. In general, the elements end users can respond to in the message depends on how CSAT is configured. For example, if CSAT is configured to include the CSAT ratings and no additional questions, end users would see only the ratings question. For the configuration options, see Sending a CSAT survey to your customers.

In this example, a CSAT survey is configured with the following:

• CSAT question with ratings
• Drop-down reasons for users who submit a negative rating
• Open-ended question

When CSAT is configured this way, end users responding to the survey with a negative rating will see the following flow.

• Rating: User rates the support as 2, which is a negative rating.

  

• Reason: User selects a reason for their experience from the drop-down menu.

  

• Comments and submit: User finishes the survey by typing additional comments and submitting the feedback.

  

Request page CSAT end-user experience

You can collect CSAT feedback from end users on the request page in the Customer Portal. To do this, your theme must include the new satisfaction_response property in the Copenhagen request_page.hbs (see Enable CSAT for solved tickets on the Customer Portal).

Once the ticket is solved, end users can use the Requests page to find and open their request and submit CSAT feedback. See Submitting CSAT for your ticket.