CSAT resources

Customer satisfaction ratings, or CSAT, are a way for your customers to provide feedback about their experience in Zendesk Support 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: a positive or negative rating, and an optional comment.

This topic contains resources for CSAT, including documentation, best practices and recipes, and community tips.

Documentation

About the CSAT (customer satisfaction) user experience for email and messaging

Sending a CSAT survey to your customers

Managing your CSAT survey, channels, and rules

Customizing when your customer satisfaction survey is sent

Request customer satisfaction rating (system automation)

Viewing your CSAT (customer satisfaction) score and ratings

Analyzing your Support activity (Satisfaction tab)

Satisfaction Ratings (API documentation)

Advice and troubleshooting

How can I send satisfaction surveys when tickets get solved?

How can I track satisfaction ratings with comments?

Can customers change their satisfaction rating?

Can I customize the look of the Satisfaction Rating landing page?

Why are my satisfaction surveys not being sent?

Why am I receiving unexpected bad satisfaction ratings?

Best practices and recipes

Tips for improving your customer satisfaction ratings

Want to maximize survey response rates? Try this strategy

Explore recipe: Reporting on CSAT and one-touch tickets

Explore recipe: Satisfaction trending year-over-year

Explore recipe: Percentage satisfaction score based on agent replies

Explore recipe: Determining satisfaction scores for your agents

Explore recipe: Reporting on customer satisfaction by agent

Explore recipe: Measuring chat satisfaction ratings this week

Explore recipe: Replicating the Satisfaction tab reports in Explore

Explore recipe: Display all customer satisfaction comments

Explore recipe: Determine ticket assignee when satisfaction rating is given

Explore recipe: Resolved conversations rated as Good satisfaction today

Explore recipe: Bad ratings with comments

Community tips

Up-spec your C-Sat with Mr. Smiley and Mr. Sad!

CSAT, Slack Notifications, and Liquid Markup: How to randomize your CSAT notifications!

How to recreate the Insights CSAT dashboard in Explore

Restricting Satisfaction Surveys by Date

Using Triggers to get the most out of Customer Satisfaction - Re-evaluation