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  Article updated: June 08, 2022

Create and send CSAT surveys

Audience: Hootdesk admins

Measuring customer satisfaction (CSAT) is critical for any customer-centric organization. Hootdesk helps you create custom surveys that ask users for feedback after conversations are resolved. You can add surveys to any channel, and in multiple languages. The default surveys provided include fully customizable questions and follow-up responses.

To use the CSAT feature in Hootdesk, you'll first need to enable resolve reasons. Only private conversations that were resolved with Resolution provided are surveyed for customer satisfaction.

To create, view, or edit CSAT surveys, follow these steps:

  1. Go to Hootdesk , and then select Admin settings.
  2. Expand Virtual agents, and then select CSAT surveys.

Choose a survey trigger

You can choose the type of conversation resolution that triggers a survey to be sent. The options are Human agents only and Human and virtual agents.

Create a new CSAT survey

  1. In Hootdesk , select Admin settings, expand Virtual agents, and then select CSAT surveys.
  2. Enter a name for the new survey.
  3. Enter the percentage of contacts you want to survey, and choose whether to send the survey immediately after resolving a conversation or after a specified period of time. Then, to avoid sending the same survey multiple times to the same user, select the frequency at which your survey will be sent.
  4. Optionally, set a minimum length of the agent's response to trigger a survey. For example, you might not want to send a survey if an agent interaction is very brief.

    The Starting the survey section of a new CSAT survey.

  5. Optionally, you can choose to send the survey only if it’s available in the contact’s language.

    The Conducting the survey section of a new CSAT survey.

  6. Create your survey content. You can edit any of the default survey questions and options, and you may also include emoji. You can also delete any of the follow-up responses you don't want to use. You can’t change the default scoring scale (Very satisfied, Satisfied, etc.).
  7. Under Apply to channels, use the toggles to apply your new survey to one or more channels, and then select Save.

Get notified about low CSAT scores

You can choose to receive notifications about conversations with low customer satisfaction scores:

  • Under Inbox Settings, select Personal preferences, select Notifications, and then select the check box under CSAT.

View CSAT results in conversation headers and conversation histories

The CSAT score and conversation history can both provide valuable information for subsequent interactions with customers.

When a contact fills out a survey, the CSAT score appears in the conversation header in the agent workspace.

A CSAT score of 5 in the header of a conversation.

The full CSAT survey is also automatically added to the conversation history.

To hide the CSAT survey information, select Conversation view above the conversation, and then clear the CSAT surveys check box.

View CSAT reporting

Go to Reports, and then view CSAT results in one of two ways:

  • For overall data, select Customer satisfaction, and then select CSAT.
  • For agent data, select Agent / team, and then select Agent overview.

Export CSAT results

You can export CSAT scores and comments as part of the Resolved conversations export. Learn more at Create Hootdesk data exports.

 

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