🖊ī¸CSAT Survey

How to setup and send ClearFeed CSAT Surveys

How do ClearFeed CSAT Surveys work?

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 has been enabled for any of the above settings and when the request or Ticket is moved to Solved state (This will correspond to the terminal state for a specific ticketing integration), a CSAT Survey message will be sent on the request channel visible to the requester.

Currently, the ClearFeed CSAT survey supports a 5-point survey. You have the option to customize the CSAT survey question. The CSAT survey message set to be sent will appear as shown:

Each of the above inputs corresponds to a 5-point score with 5 being represented by the left-most emoji :smile:

Who can respond to CSAT survey?

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 will be able to add and respond to the ClearFeed CSAT Survey.

[Not sure who are responders for your Collections - check out the guide here to understand the responder settings].

How to enable the CSAT survey?

CSAT surveys are a Collection level setting. That means you can choose for which Collections you want to enable CSAT. Here are the steps to enable CSAT for a Collection:

  1. Navigate to the Collection.

  2. Go to Settings

  3. Scroll down, and you'll notice CSAT Settings.

  4. Toggle ON the option to Enable CSAT survey

  5. Choose how you want to send the survey:

    1. For all requests (send the CSAT survey when any request is marked as solved)

    2. Only for requests with tickets (send the CSAT survey only when requests converted to tickets are marked as solved)

  6. Set the CSAT Survey Question

    • By default, the CSAT Question is "How would you rate the support received?".

  7. Click on Save.

How can I view CSAT scores?

CSAT scores 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 CSAT score as a viewable column.

This score is also available while viewing details of the request by selecting the request from the dashboard.

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