Measure customer satisfaction
Collect feedback after every resolved conversation. Track satisfaction scores, read customer comments, and identify areas to improve your support experience.
Everything you need to track satisfaction
Collect, analyze, and act on customer feedback.
Enable surveys per inbox
Turn on CSAT surveys for any inbox. When agents resolve conversations, customers automatically receive a feedback request. Configure different settings for different channels.
- Enable or disable CSAT per inbox
- Choose between star rating or emoji scale
- Customize the survey message (up to 200 characters)
- Surveys sent automatically when conversations are resolved
- Customers can optionally leave detailed feedback
Inbox CSAT settings
Up to 200 characters
Hello! Can you please take this quick survey and provide us with your feedback.
Templates are created and sent for WhatsApp approval automatically
Native WhatsApp survey templates
Send CSAT surveys through WhatsApp using approved message templates. Customers receive a professional, branded survey message with a button to rate their experience.
- WhatsApp-approved message templates
- Customize message text and button label
- Multi-language support for global teams
- Templates created and submitted for approval automatically
Survey rules
Control which conversations trigger CSAT surveys using labels
Control when surveys are sent
Not every conversation needs a survey. Use labels to control exactly which resolved conversations trigger a CSAT request and which ones don't.
- Send surveys only for conversations with specific labels
- Exclude conversations with certain labels from surveys
- Different rules for different inboxes
- Avoid survey fatigue for non-support conversations
Track satisfaction over time
See your average CSAT score, response rates, and detailed feedback all in one dashboard. Filter by date range, agent, or inbox to spot trends and areas for improvement.
- Track average CSAT score over time
- See survey response rates
- Filter by date range, agent, or inbox
- Read individual customer feedback comments
- Export CSAT reports for analysis
4.6
Avg. Rating
78%
Response Rate
234
Responses
Recent feedback
"Very helpful and quick response!"
"Good support, resolved my issue"
CSAT response detail
"Took too long to get a response"
"Low score caused by shipping delay from third-party vendor, not support quality. Customer was waiting for tracking update."
Review notes are only visible to admins
Add context to CSAT scores
Sometimes a low score isn't about support quality. Add internal notes to CSAT responses to capture context like external delays, product issues, or customer circumstances.
- Add internal notes to any CSAT response
- Visible only to admins and users with report permissions
- Document external factors affecting scores
- Notes included in CSAT report exports
- Track patterns across multiple responses
Why track customer satisfaction
Turn feedback into actionable insights.
Quality Monitoring
Track agent performance and identify coaching opportunities based on customer feedback.
Trend Analysis
Spot patterns in satisfaction scores and take action before small issues become big problems.
Agent Recognition
Celebrate high performers and share positive customer feedback with your team.
Product Feedback
Surface product issues mentioned in customer comments to your product team.
Customer Retention
Follow up with unhappy customers to resolve issues and prevent churn.
Team Benchmarking
Compare CSAT scores across teams and inboxes to maintain consistent quality.
Start measuring customer satisfaction
Enable CSAT surveys and get direct feedback from your customers after every conversation.
Free for 15 days. No credit card needed.