How to track Customer Satisfaction (CSAT)

With Customerly's Customer Satisfaction (CSAT) functionality, tracking how your customers feel about your support has never been easier.

This feature enables you to send out CSAT surveys via email immediately after a conversation is closed, providing you with real-time insights into your customer's satisfaction levels.

Here's how you can set up and benefit from this functionality.

Enabling CSAT Surveys

To activate the CSAT surveys, go to the settings panel within your Customerly dashboard.

Under Project Settings, Feedback you'll find the Customer Satisfaction menu.

By toggling this feature on, you're enabling the delivery of CSAT surveys after each closed conversation, allowing you to collect immediate feedback from your customers.

Configuring Email Delivery

The CSAT survey is sent out via email, which is contingent on your email settings under Messenger, General Settings, Continue your conversation via email.

It's crucial to ensure these settings are appropriately configured to facilitate seamless survey delivery.

To optimize the timing of your survey delivery, you can set a specific threshold. For example, if a threshold of 5 minutes is set, the CSAT survey will be emailed to the customer 5 minutes after the conversation has been closed by your team.

This delay is designed to give customers a brief period to reflect on their interaction before providing their feedback.

Gathering and Accessing Feedback

In addition to rating their satisfaction, customers are also prompted to provide additional open-ended feedback.

This invaluable data is accessible under Insights > Customer Satisfaction where you'll find a comprehensive overview of your customers' feedback and satisfaction scores.

Discover how to analyse CSAT survey in our insights tutorial.