CSAT Survey
How to setup and send ClearFeed CSAT Surveys
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How to setup and send ClearFeed CSAT Surveys
Last updated
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ClearFeed currently supports automatic Slack-Native CSATs for either:
All Requests
Only Tickets (Only for requests which have been converted to a ticket)
When the CSAT survey is enabled and the request or Ticket moves to the Solved state (the terminal state for a specific ticketing integration), a CSAT Survey message will be sent to the request channel visible to the requester.
ClearFeed now allows you to configure the type of CSAT survey:
Emoji Rating (5-Point Survey): Requesters can rate support on a 5-point scale, where 5 is represented by the left-most emoji (😊) and 1 by the right-most emoji (😠). This option is ideal if you want more granular feedback on the support experience.
Thumbs Up/Down Rating (2-Point Survey): Requesters can simply give a 👍 or 👎 rating for the support received. This is a lightweight option suited for quick feedback collection.
You can select the CSAT type while configuring the survey in the Collection Settings.
Delay Before Sending Survey: Add a wait time (e.g., 1 hour or 24 hours) between when the request is marked as solved and when the CSAT survey is sent. This ensures the user has time to process the resolution before being prompted for feedback.
Customize the CSAT Survey Question: By default, the CSAT question is "How would you rate the support received?" — but you can modify it to match your support team's voice.
Request Additional Comments Based on Rating: You can optionally prompt requesters for additional comments based on their CSAT rating.
For Emoji Ratings: typically configured for low scores (e.g., 1–3 out of 5).
For Thumbs Up/Down Ratings: configurable for 👎, or both.
Any user on the request channel who is not set as a "Responder" in ClearFeed will be able to respond. In other words, any non-responder on the request channel can add and respond to the ClearFeed CSAT Survey.
Steps to enable CSAT for a Collection:
Navigate to the Collection.
Go to Collection Settings.
Scroll down to CSAT Settings.
Toggle ON the option to Enable CSAT survey.
Choose whether to send the survey for:
All Requests
Only Tickets
Select the CSAT Type:
Emoji Rating (5-point)
Thumbs Up/Down Rating (2-point)
Configure Delay (optional).
Modify the CSAT Survey Question (optional).
Configure Additional Comments for specific ratings (optional).
CSAT scores and comments can be viewed against a request via the Collections Dashboard.
To view this, head over to the collection with CSAT enabled and choose CSAT from Modify Column to add the CSAT score as a viewable column.
You can open an individual request to view the specific CSAT comments.
This score and comments are also available while viewing details of the request by selecting the request from the dashboard.
(Not sure who are responders for your Collections - check out guide to understand the responder settings).
CSAT Comments are not visible on the request view if no triage channel is configured for the Collection. Learn how to configure a triage channel .
