Managing/Enabling the Customer Satisfaction Survey Settings

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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 an appropriate service. 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.

Go to Agent Portal > Admin Module > Satisfaction Survey.
Click the toggle to enable Satisfaction Survey feature.
Choose whether to enable Satisfaction Survey for all brands or for specific brands.

After enabling, a rating section will be appended at the bottom of the email sent to the customer.

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 This ensures timely feedback and prevents outdated or irrelevant responses.

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 acknowledge 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.

Every reply – Includes a rating section in emails for every reply by an agent. It involves status change with/without reply.
Specific status change – Includes a rating section in emails only for certain specific status.

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

2 points scale

3 points scale

5 points scale

For each point, text content can be customized.

Changing rating scale text

Rating scale text can be changed by clicking on the rating scale text to be changed and entering the text as required.
After updating the required fields, click the Update button at the bottom to update the changes.

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