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The customer satisfaction (CSAT) survey asks your customers how you did. It’s off by default, you turn it on per channel, and it’s included on every plan.

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Turn it on

Open the channel’s settings and switch on Customer satisfaction survey. Repeat this for each channel you want to survey. Only tickets resolved after you switch it on get a survey. Older tickets are never surveyed.

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When it’s sent

About an hour after a ticket is resolved, the customer gets one survey email. Each ticket is surveyed once, even if it’s resolved again later. Tickets categorized as notifications, marketing, cold outreach, auto-replies or bounces get no survey.

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Who sends it

A chat ticket whose contact never left an email address gets no survey.

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What the customer sees

The email asks the customer to rate the help they got from 1 to 5. After picking a score they can add a comment if they want to.

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Where results show

  • Ticket sidebar: the customer’s score and comment on that ticket.
  • CX dashboard: your CSAT (the share of ratings that are 4 or 5) and response rate (the share of surveys answered).
Replyful also estimates satisfaction with AI on every analyzed ticket. That estimate is separate from the survey: the survey is what the customer actually told you. Through the API, the customer’s answer is the ticket’s rating field and the AI estimate is estimatedScore. See List tickets.