CSAT Survey

Collect customer satisfaction feedback after conversations.

Overview

The CSAT (Customer Satisfaction) survey appears after a conversation is resolved:

┌─────────────────────────────────┐
│ How was your experience?        │
│                                 │
│    ⭐ ⭐ ⭐ ⭐ ⭐             │
│                                 │
│ Any additional feedback?        │
│ [________________________]      │
│                                 │
│ [Submit]  [Skip]                │
└─────────────────────────────────┘

Survey Types

Star Rating (CSAT)

5-star rating scale:

How satisfied were you?
⭐ ⭐ ⭐ ⭐ ⭐

Score: 1-5 (often converted to percentage)

NPS (Net Promoter Score)

11-point scale:

How likely are you to recommend us?
[0] [1] [2] [3] [4] [5] [6] [7] [8] [9] [10]

Scoring:

• 0-6: Detractors
• 7-8: Passives
• 9-10: Promoters

Thumbs Up/Down

Simple binary feedback:

Was this helpful?
[👍 Yes] [👎 No]

Emoji Scale

Expressive feedback:

How did we do?
[😞] [😐] [🙂] [😊] [😍]

Configuration

Enable Survey

Go to Settings → Widget → Forms → CSAT Survey:

Enable: Yes/No
Survey Type: Stars / NPS / Thumbs / Emoji

Trigger Settings

When to show the survey:

Trigger	Description
On Resolve	When agent resolves conversation
After Delay	X minutes after last message
Customer Closes	When customer closes widget
Manual	Agent triggers survey

Display Settings

Setting	Options
Delay	0-60 seconds after trigger
Allow Skip	Yes/No
Require Comment	For low scores / Always / Never

Follow-up Questions

Conditional Questions

Based on rating:

If rating <= 3:
  "What could we have done better?"
  [Dropdown: Wait time, Accuracy, Helpfulness, Other]

If rating >= 4:
  "What did you like most?"
  [Optional text field]

Tags

Let customers select feedback categories:

[Speed] [Accuracy] [Friendliness] [Knowledge]

Data Collection

What's Captured

Data	Description
Rating	Numeric score
Comment	Text feedback
Tags	Selected categories
Conversation ID	Linked conversation
Agent/AI	Who handled it
Response Time	Time to first response
Resolution Time	Total conversation time

Analytics Dashboard

View aggregate data:

• Average CSAT score
• Score distribution
• Trend over time
• Per-agent scores
• AI vs Human comparison

Styling

Rating Appearance

Customize the rating display:

Setting	Options
Star Color	Gold, Primary, Custom
Star Size	Small, Medium, Large
Hover Effect	Fill, Scale, None

Survey Card

Background: Slightly different from chat
Border: Subtle accent
Animation: Fade in

Best Practices

Timing

• Don't interrupt immediately
• Allow conversation to end
• Short delay (3-5 seconds)

Simplicity

• One primary question
• Optional follow-up
• Easy to skip if needed

Actionable

• Include comment field
• Use categories for analysis
• Follow up on low scores

Response Rate

To improve survey response:

• Keep it very short
• Make it visually appealing
• Don't require comments for high scores

Integration

Webhook

Send survey results to external systems:

{
  event: 'csat_submitted',
  data: {
    conversation_id: 'conv_123',
    rating: 5,
    comment: 'Great service!',
    agent_id: 'agent_456'
  }
}

Analytics Tools

Export to analytics:

• Google Analytics events
• Segment tracking
• Custom webhook

Reporting

CSAT Score Calculation

CSAT % = (4-5 star ratings / Total ratings) × 100

NPS Calculation

NPS = % Promoters - % Detractors
Range: -100 to +100

Benchmarks

Industry	Good CSAT	Excellent CSAT
E-commerce	75%	85%+
SaaS	70%	80%+
Finance	65%	75%+