Managing/Enabling the Customer Satisfaction Survey Settings
The customer satisfaction survey is used to obtain feedback from customers regarding the service provided. This survey helps to determine the customers’ point of view and retain your customers by providing appropriate service. The customer satisfaction survey feature is available in the Momentum and Enterprise plans.
Check out this video to get an overview
To enable and manage the Satisfaction Survey Settings (CSAT), follow the provided steps.
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Go to Agent Portal > Admin Module > Satisfaction Survey.
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Click the toggle to enable the Satisfaction Survey feature.
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Choose whether to enable the Satisfaction Survey for all brands or for specific brands.
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After enabling, a rating section will be appended at the bottom of the email sent to the customer.
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The customer will receive a feedback notification email from BoldDesk. When they click the link, it will redirect them to the BoldDesk portal in a new tab to complete the rating.
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Once the 48-hour window elapses after the link was sent, the customer satisfaction link appended at the bottom of the email automatically becomes inactive, and customers will no longer be able to submit feedback using that link. This ensures timely feedback and prevents outdated or irrelevant responses.
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BoldDesk allows you to send Customer Satisfaction (CSAT) surveys through multiple channels:
- Email and Customer Portal: Customers receive a CSAT survey link or embedded rating options after a ticket reply or status change (e.g., Closed or Solved).
- Live Chat Widget: If enabled, customers will see a CSAT survey popup directly in the chat widget after a conversation ends.
You can configure these options under: Admin > Satisfaction Survey (for email-based and portal-based CSAT) and Admin > Chat > Satisfaction Survey (for live chat-based CSAT). This ensures feedback collection is flexible and aligned with your preferred support channels.
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You can customize the customer portal rating page using this module.
Survey Question
This text will appear in the customer portal as a survey question to receive suggestions from the customer about the service provided. You can customize the question text as required.
Thank You Message
This acknowledgement message will appear in the customer portal when the survey is completed.
You can modify the message content as desired.
Rating settings for tickets
Sending survey email
The rating section will be appended to emails in the following two ways.
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Every reply – Includes a rating section in emails for every reply by an agent. It involves status change with/without reply.
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Specific status change – Includes a rating section in emails only for specific statuses.
To remove the Customer Satisfaction Survey from your ticket emails, disable the Satisfaction Survey.
Enable satisfaction survey for customer portal
If this option is enabled, customers can easily provide ratings for closed tickets directly in the customer portal.
Rating Link Access (Anonymous User)
If this option is enabled, any internet user (anonymous user) who comes across the satisfaction rating link will be able to rate without logging in to the portal.
Rating Settings for Chats
- If this option is enabled, customers can provide ratings after their chats are resolved.
- Any internet user (anonymous user) who comes across the satisfaction rating link will be able to rate without logging in to the portal.
Channel-based Rating for Chats
- Every channel - Sends rating emails across all available platforms without restrictions.
- Specific channel - Allows users to select preferred platforms, such as WhatsApp, Facebook, etc., for targeted communication.
Changing Rating Scale
The rating scales can be provided in three different forms. They are
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2-point scale
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3-point scale
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5-point scale
For each point, text content can be customized.
Changing rating scale text
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Rating scale text can be changed by clicking on the rating scale text to be changed and entering the text as required.
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After updating the required fields, click the Update button at the bottom to update the changes.
You can track the Customer Satisfaction Score calculated from contact feedback received over the most recent 30-day period from the contact or contact group details. For more information on Contact and Contact Group CSAT, explore Understanding and Managing Contact Profiles in BoldDesk and Managing Contact Group Profiles in BoldDesk.
FAQs
Q1. Can I customize the survey question and thank-you message?
Absolutely. You can personalize. This helps align the survey tone with your brand voice.
- The survey question shown to customers
- The thank-you message displayed after submission
Q2. How are CSAT surveys delivered to customers?
Surveys can be sent via:
- Email: Embedded in ticket replies or status change notifications
- Customer Portal: When enabled, customers will receive CSAT survey upon solving or closing from the customer portal
- Live Chat Widget: Displayed after a chat session ends
Q3. Is the CSAT survey available in multiple languages in BoldDesk?
Yes, BoldDesk supports multilingual CSAT surveys. To customise the survey in different languages, you need to enable multilingual support in the Admin > Language > String Resources section. From there, you can manually translate and manage the survey text for each supported language.
Also, the survey interface will reflect the selected language only if the corresponding translations are configured in the string resources. By default, the survey content is in English.
