Sending a CSAT survey to your customers

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<div class="p">A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">customer satisfaction (CSAT) survey</a> encourages your
customers to provide feedback about their support experience by rating their solved
tickets. The survey is designed to maximize the response rate by being quick and simple,
while also gathering the essential data. You can customize the CSAT survey as
follows:<ul class="ul" id="topic_uqr_clr_w1c__ul_lhn_4ht_3bc">
<li class="li" dir="ltr">
<strong class="ph b">Tailor the CSAT question</strong> to your needs</li>
<li class="li" dir="ltr">
<strong class="ph b">Select a rating scale</strong> with 1-2, 1-3, or 1-5 ranges </li>
<li class="li" dir="ltr">
<strong class="ph b">Edit the label text</strong> for each rating</li>
<li class="li" dir="ltr">
<strong class="ph b">Set the rating type</strong> as numerical, emoji, or custom text</li>
<li class="li">
<strong class="ph b">Show follow-up questions</strong> for users who submit negative ratings</li>
</ul>
</div>
<div class="p">You can send a CSAT survey for email and messaging tickets, but not for legacy live chat.
For email tickets, the CSAT survey is sent in email one day after the ticket is set to
solved. For web, mobile, and social messaging, the survey is presented in the messaging
interface immediately after the ticket is set to solved. <div class="note note">
<span class="notetitle">Note:</span> If you're using legacy
live chat and deactivate the legacy CSAT experience, tickets associated with chat
will still use the legacy experience.</div>
</div>
<p class="p">You must be an administrator to set up and send a CSAT survey. </p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_uqr_clr_w1c__ul_e3l_bmr_w1c">
<li class="li"><a class="xref" href="#topic_drb_cqq_1bc">Setting up the CSAT survey</a></li>
<li class="li"><a class="xref" href="#topic_uqr_clr_w1c__ul_e3l_bmr_w1c">Turning off the
CSAT survey</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_drb_cqq_1bc">
<h2 class="title topictitle2" id="ariaid-title2">Setting up the CSAT survey</h2>
<div class="body">
<p class="p">By default, the CSAT survey is not active. You can tailor the survey with your
CSAT question, rating scale, and rating labels, then choose the channels you'd like
to send the survey. You must be an admin to set up and send the CSAT survey.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> If you're using legacy CSAT, you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822875034" target="_blank">deactivate legacy CSAT and any custom CSAT
business rules</a> before you can activate this updated CSAT option. The
updated CSAT uses a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886858138#topic_nnz_opl_rc" target="_blank">different placeholder</a> than the legacy
CSAT.</div>
</div>
<p class="p"><strong class="ph b">To set up and send the CSAT survey</strong></p>
<div class="p">
<ol class="ol" id="topic_drb_cqq_1bc__ol_tfz_z3t_3bc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_drb_cqq_1bc__d8e1853" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Customer
satisfaction</strong>.</span></li>
<li class="li">Click <strong class="ph b">Get started</strong>.<p class="p">The page does not appear if you or another admin
has already taken this step. If a banner at the top warns that you have
legacy CSAT activated, click <strong class="ph b">Go to end-user admin</strong> to deactivate
legacy CSAT in the Satisfaction tab before continuing.</p>
<p class="p"><img class="image img-screenshot" id="topic_drb_cqq_1bc__image_mtd_gvt_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-new-activation-landing.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Edit survey</strong>.</li>
<li class="li">In the <strong class="ph b">Rating scale</strong> section, configure the following:<ul class="ul" id="topic_drb_cqq_1bc__ul_ljp_lty_3bc">
<li class="li" dir="ltr">
<strong class="ph b">Headline</strong>: Text users see when asked to respond to
the survey.</li>
<li class="li" dir="ltr">
<strong class="ph b">Scale range</strong>: Rating scale options that you want
users to select from:<ul class="ul" id="topic_drb_cqq_1bc__ul_w4k_wxf_wcc">
<li class="li" dir="ltr">
<p class="p">1-2 rating scale, where 1 is bad and 2 is good (Use this
scale if you want to send a simple survey with a good or
bad rating.)</p>
</li>
<li class="li" dir="ltr">
<p class="p">1-3 rating scale, where 1-2 is bad and 3 is good</p>
</li>
<li class="li" dir="ltr">
<p class="p">1-5 rating scale, where 1-3 is bad and 4-5 is good</p>
</li>
</ul>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Scale type</strong>: Response indicators that users will
select when rating their experience, either numerical, emoji, or
custom text.</li>
<li class="li">
<strong class="ph b">Scale</strong>: Rating responses specific to the scale type. If your
scale type is:<ul class="ul" id="topic_drb_cqq_1bc__ul_wtz_q5y_3bc">
<li class="li">
<strong class="ph b">Numerical</strong>: The column displays numbers within the
scale range.</li>
<li class="li">
<strong class="ph b">Emoji</strong>: You can select the emoji that corresponds to
the rating.</li>
<li class="li">
<strong class="ph b">Custom text</strong>: You can type the text you want to
display as the rating.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Label</strong>: For numerical or emoji scale types, this is the text
that identifies the rating.<p class="p"><img class="image img-screenshot" id="topic_drb_cqq_1bc__image_pgt_4ty_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-activation-rating-scale-0512.png" width="500"></p>
</li>
</ul>
</li>
<li class="li">(Optional) If you want to send an open-ended question to users who submit a
negative rating, click to expand the <strong class="ph b">Open-ended question</strong> section,
then type the question in the <strong class="ph b">Headline</strong> field.<p class="p">To remove this
question from the survey, click <strong class="ph b">Delete</strong>.</p>
<p class="p"><img class="image img-screenshot" id="topic_drb_cqq_1bc__image_v24_hvy_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-activation-delete-survey-section00509.png" width="500"></p>
</li>
<li class="li">(Optional) If you want to send a drop-down question to users who submit a
negative rating, click to expand the <strong class="ph b">Drop down question</strong> section, then
configure your drop-down question:<ul class="ul" id="topic_drb_cqq_1bc__ul_uc5_w5y_3bc">
<li class="li">
<strong class="ph b">Headline</strong>: Text presented above the drop-down question that
asks users to select an option.</li>
<li class="li">
<strong class="ph b">Drop down options</strong>: Possible reasons why users might submit a
negative rating.<ul class="ul" id="topic_drb_cqq_1bc__ul_vc5_w5y_3bc">
<li class="li">Click the <strong class="ph b">delete</strong> icon (<img class="image" height="20" id="topic_drb_cqq_1bc__image_wc5_w5y_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-activation-trash-icon-0510.png" width="16"><strong class="ph b">)</strong>
to remove an option.</li>
<li class="li">Use the <strong class="ph b">drag-and-drop</strong> icon (<img class="image" height="18" id="topic_drb_cqq_1bc__image_xc5_w5y_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-activation-dropdown-recorder-0510.png" width="13">) to move
an option up or down in the list.</li>
<li class="li">Click <strong class="ph b">Add option</strong> to add a new option.</li>
</ul>
<p class="p"> To remove this question from the survey, click
<strong class="ph b">Delete</strong>.</p>
</li>
<li class="li">
<p class="p"><img class="image img-screenshot" id="topic_drb_cqq_1bc__image_ovv_y5y_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-activation-dropdown.png" width="500"></p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>, then click <strong class="ph b">Back</strong> to return to the Customer
satisfaction page to activate a channel for your CSAT survey.<p class="p">The CSAT
survey will not be sent to users until you activate at least one channel
for it. </p>
</li>
<li class="li">In the <strong class="ph b">Channels</strong> section, click the channel actions icon (<img class="image" height="18" id="topic_drb_cqq_1bc__image_wzj_t2d_5cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-activation-channel-select-icon.0509.png" width="5">) for the channel you want
to activate, then select <strong class="ph b">Activate</strong>.<p class="p">Activating a channel turns on
the associated business rule to start sending the CSAT survey to users
in that channel. To send a CSAT survey for messaging, you must have
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409103246874" target="_blank">set up messaging</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_drb_cqq_1bc__image_yzj_t2d_5cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Activate+channels+with+messaging.png" width="500"></p>
<div class="note note">
<span class="notetitle">Note:</span> Do not include <strong class="ph b">Set the Ticket &gt; Satisfaction value</strong> to
<em class="ph i">Offered</em> as an action to the messaging trigger if you plan to
edit the trigger after activating it. Doing so will prevent the CSAT
survey from being sent.</div>
</li>
<li class="li">Click <strong class="ph b">Activate rule</strong>.<p class="p"><img class="image img-screenshot" id="topic_drb_cqq_1bc__image_zzj_t2d_5cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-activation-activate-rule00509.png" width="500"></p>
<p class="p">Once you activate the rule, the channel Status will show as
<strong class="ph b">Active</strong> on the Customer satisfaction page. To view CSAT
results, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846011546" target="_blank">Viewing your CSAT score and
ratings</a>.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_nwn_32d_5cc">
<h2 class="title topictitle2" id="ariaid-title3">Turning off the CSAT survey</h2>
<div class="body">
<p class="p">Turning off a CSAT survey removes the CSAT survey and deactivates all channels. If
you want to turn off the survey for a specific channel only, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8054625864602#topic_pzy_h2d_5cc" target="_blank">Deactivating a CSAT channel</a>.</p>
<div class="p">
<strong class="ph b">To turn off the CSAT survey and deactivate all channels</strong><ol class="ol" id="topic_nwn_32d_5cc__ol_wpn_ypy_kbc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_nwn_32d_5cc__d8e1853" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Customer
satisfaction</strong>.</span></li>
<li class="li">In the upper-right corner of the page, click <strong class="ph b">Actions</strong>, then select
<strong class="ph b">Turn off customer satisfaction</strong>.<p class="p"><img class="image img-screenshot" id="topic_nwn_32d_5cc__image_ed5_xlw_4bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/csat_turn_off.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Turn off</strong>.<p class="p"><img class="image img-screenshot" id="topic_nwn_32d_5cc__image_odc_gmw_4bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-turn-off-conf-0531.png" width="450"></p>
<p class="p">The CSAT survey is removed and no longer sent to
users.</p>
</li>
</ol>
</div>
</div>
</div>
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