Customer Satisfaction Score (CSAT)
Learn how to send automatic CSAT surveys to users
Overview
Customer Satisfaction Score (CSAT) is a widely used metric to measure how satisfied customers & users are with a product, service, or support. It is typically gathered through survey asking respondents to rate their satisfaction after the interaction is completed
The CSAT satisfaction score is often used as a metric or a KPI which can be reported on regularly.
How to use CSAT with Suptask
Suptask can automatically send out a CSAT survey when a Ticket is Closed, to survey the user about their ticketing experience. The CSAT feature is enabled per Inbox in Suptask.
CSAT surveys to users
Users who have submitted a ticket will receive an automatic CSAT survey as soon as the Ticket status is changed to Closed. The survey is a part of the Ticket message thread.
The CSAT survey allow for an additional comment to be added as feedback, which can be visible for Agents later when analyzing tickets
Example of a CSAT survey
Analyze CSAT results
Use the dedicated CSAT dashboard which provides a high-level view of the CSAT satisfaction score for a timespan of your choice.
The dashboard is interactive, allowing you to drilldown into the grouped score to identify what Tickets that received a certain score.
For example, drilldown into all Tickets that received a score of 1 to view the details including any CSAT comment feedback.
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