Send Customer Satisfaction (CSAT) surveysUpdated a day ago
You can enable a satisfaction survey to collect Customer Satisfaction (CSAT) scores from your customers after a support experience with your team.
Requirements
- CSAT surveys are available on all Helpdesk plans
- The account owner and admins can enable or disable the CSAT survey
Enable the CSAT survey
When you enable satisfaction surveys, you can control which types of ticket interactions are sent a survey, the content of the survey message, and how long after the ticket is closed a survey is sent.
- From your helpdesk, click the dropdown menu in the top-left corner.
- Select Workflows.
- In the menu, locate Tools, then select CSAT.
- Check or uncheck the boxes next to the types of tickets you'd like to send surveys for.
- Type your satisfaction survey message in the message field. You can use the dropdown menus at the top to include variables in your message.
- Select the amount of time after a ticket is closed the survey should be sent from the dropdown menu.
- Click Save Changes.
To disable the satisfaction survey, uncheck the boxes next to each ticket type, then click Save Changes.
FAQ
Are Satisfaction Surveys sent if you snooze a ticket?
No, the Satisfaction Surveys won't be sent to a snoozed ticket.
When does Gorgias send a Satisfaction Survey?
The Satisfaction Survey is only sent if the following conditions are met:
- There's at least one message from a customer and one answer from an agent (messages sent via rules and notes don't count)
- The total conversation (all messages together) is longer than 250 characters
- The last reply from an agent, at the moment when the ticket gets closed, was less than a week ago
- The ticket channel is one of the following: Chat, Email, Contact Form, Help Center (depending on your settings)
If a business closes a ticket multiple times, will the Satisfaction Survey be sent multiple times?
If the customer already received a survey for this ticket and the ticket reopens and re-closes, we don't send another survey for that ticket.
Can a customer rescore their satisfaction survey?
Yes! Customers who would like to change their scores can reuse the original survey link. The link will be active for three months after it's sent to the customer.
Can Satisfaction Surveys be edited or deleted by an Admin in Gorgias?
No, they can't be edited or deleted by any user.
Are satisfaction surveys billed?
Since the satisfaction survey is sent after a ticket has received a reply from your helpdesk and been closed, the ticket is already considered billable. There is no extra charge for sending the survey itself.
If I accidentally close a ticket, does reopening it before the set time passes prevent the survey from being sent?
Yes - if you set your surveys to be sent after 2 hours, for example, accidentally close the ticket, but reopen it before 2 hours have passed, we don't send the survey on it.
Do links for satisfaction surveys expire?
Yes, they expire after 3 months.
Can I create a survey Macro by copying the variables from Settings -> Account -> Satisfaction survey and send them to my customers manually that way?
No, the variable won't work as intended in these cases.
What happens to the Satisfaction Survey inside the ticket if we merge it?
If you merge a ticket in which there's a satisfaction survey, the survey will be present in both the ticket and your Statistics. Make sure to select the ticket containing the survey as the final ticket, otherwise, the survey will disappear from both the ticket and Statistics.
Does the data show up in Satisfaction stats if a customer didn't click any stars but just commented?
No - in these cases, we aren't pulling the message the customer left inside the satisfaction survey page. The customer needs to select a rating and then leave a comment.
Will the Satisfaction Survey be triggered for a deleted ticket if all other conditions are fulfilled?
No, the customer satisfaction survey won't trigger on deleted tickets.
What if I have multiple brands using different Email integrations?
The satisfaction survey is sent using the last message's email channel (if the ticket channel is Email) or the associated email address for Chat tickets.
Are surveys sent for social media tickets?
No - surveys are only sent when the ticket channel is Chat, Email, Contact Form, or Help Center.
What happens with Satisfaction Surveys if a ticket gets reassigned?
The survey will be counted under the new assignee under Statistics → Support Performance → Satisfaction. This action takes around 10 - 15 minutes to be reflected.
What does the Satisfaction Survey look like on the shopper end?
Here are some screenshots of what the Survey looks like on the shopper's end:
The email they receive:
What they see after clicking the star rating in the email:
What they see after submitting the Survey:
Is it possible to set up a multi-language Satisfaction Survey?
No, not at this time.
Is it possible to edit the "Rate your conversation" text?
No, not at this time.
