Customer satisfaction (CSAT)

Cliedesk asks customers to rate a conversation after it is resolved. Set it up in Settings → Satisfaction (CSAT). People with Manage settings (Cliedesk Admin) can change these settings.

Set up the survey

The survey is on by default. Each episode gets one survey. You can change:

• Rating scale: 5 faces, 5 stars, Numbers 1 to 5, 3 faces or Thumbs up or down. A rating counts as positive when it is one of the top two of five, the top face, or thumbs up.
• Question: your own question. A question per language is available with Cliedesk Pro.
• Chat: send after (seconds) and Email: send after (minutes): the wait after resolve (10 seconds and 2 hours by default).
• The reasons asked after a low rating, how many days customers can answer, and whether a rating is locked after the first answer.

Click Save satisfaction settings. CSAT % is positive answers divided by all answers. Only the latest answer to a survey counts.

Where customers answer

• Email: the email has a link for each rating. The link opens a survey page.
• Chat widget: a card under the conversation asks for the rating, then for reasons after a low rating and a comment.
• Customer portal: Rate this conversation on the request page.

The survey page shows the workspace brand: its name, logo and color. Without a brand it shows the site name and the widget color. It uses the conversation’s language for the question and, when that language is installed, for the other texts.

Surveys in messaging channels are available with Cliedesk Pro.

More with Cliedesk Pro

Ratings under each email reply (Great, Okay, Not good) and the Happiness score, the question in each language, Send a CSAT survey in rules and macros, the CSAT survey condition, telling the supervisor about a low rating, and counting a rating for every agent who replied are part of Cliedesk Pro. Without Pro, Settings → Satisfaction (CSAT) and Reports → CSAT show them with a PRO badge.

Who gets a survey

No survey is sent for spam, tasks, trackers, internal conversations, conversations marked Reply needed: No, or to customers who got a survey in the last 7 days. Customers can answer for 14 days.

Use ratings in views and rules

Conditions for views and rules:

• Satisfaction rating: happy or unhappy.
• CSAT reason: the reason the customer chose after a low rating.
• CSAT comment: words in the customer’s comment.

Contacts have Satisfaction: positive share, last 12 months and Satisfaction: average rating, last 12 months (1 to 5) for segments and routing.

Follow up on low ratings

The rule template Recover unhappy ratings gives the conversation high priority and adds an internal note that asks the team to follow up.

Leave a rating out

Ratings are never deleted. An administrator can leave a rating out of every report: in Reports → CSAT, select Exclude next to the comment, enter the reason and select Exclude from CSAT. Cliedesk writes the reason to the audit log. Agents cannot do this.

Reports

Reports → CSAT shows CSAT %, ratings, the response rate, the trend and comments. By agent counts each rating for the agent who replied last.

With Hide individual ratings and comments from agents on, agents see no single ratings or comments, and only their own row in By agent. Supervisors and administrators still see everything.

Reports → CSAT also shows surveys sent, the rating spread and the daily trend. Use Negative only to filter comments and Download CSV to export them. Ratings an administrator left out are not counted. The Overview tab can split CSAT by channel, status, priority, type or product (Cliedesk Pro adds agent, team and topic, and opens the conversations behind each number). See Dashboards.

For developers

The WordPress action cliedesk_survey_response runs once for each answer or change. The survey API routes are available with Cliedesk Pro.