Translating Customer Satisfaction (CSAT) Survey
Translating CSAT surveys into your customers’ preferred languages improves clarity, increases response rates, and helps you gather more accurate feedback. For a detailed information on managing CSAT survey, please refer to this article.
To translate the satisfaction survey, multi-language support must be enabled. For more information on multilingual support, please refer to this article.
Translating Satisfaction Survey
- Go to Admin Center > Language > Language Translation.
- From the drop-down menu, select the language you want to translate into.
- Click String Resources to open the list of translatable strings.
- In the search bar, type “SatisfactionSurvey” to find the relevant survey strings.
- Click the edit icon next to each string and enter the translated text in the column for the selected language.
- Click the ✔️ (tick) icon to save your changes.
To send a CSAT survey in a translated language, ensure the following:
- The customer’s language is set in their profile to ensure notifications are sent in that language. Please refer to this article for guidance on setting a contact’s preferred language.
- Notification templates for CSAT-triggering events (e.g., Ticket Solved or Ticket Closed) are translated to customer’s language. Please refer to this article for guidance on creating multilingual notification templates.
Translating the additional survey questions
In CSAT additional questions are sent based on the type of feedback provided by the customer. This approach ensures that follow-up questions are relevant, whether the initial response is positive, neutral, or negative. Please refer to this article for more information about additional survey questions.
To translate additional survey questions:
- Go to Admin center > Satisfaction Survey > Additional Survey Questions.
- From the language drop-down menu, select the language you want to translate into.
- Click the edit icon next to each survey question and enter the translated text in the column for the selected language.
- Click the ✔️ (tick) icon to save your changes.
