Customer satisfaction survey (CSAT)
The customer satisfaction survey (CSAT) allows you to collect valuable feedback from callers using a 1–5 rating scale. When enabled, callers can activate the survey before connecting to the team by pressing a key, and the survey will start at the end of the call.
Enable CSAT
- In "Settings", under the phone system section, click Teams.
- Click the Action button next to the team where you want to enable CSAT.
- Add an introduction announcement to inform callers about the survey option. For example: "We are transferring you to the sales team. If you would like to participate in a survey at the end of the call, please press 1."
- After adding the announcement, go to the Customer Satisfaction Survey (CSAT) page from the left menu.
- In the "Active?" field, select "Yes" and choose the key you defined in the announcement (e.g., 1).
- Define the "Company satisfaction survey question" and the "Employee satisfaction survey question", then save.
- Caller responses are automatically recorded and can be used to identify areas for improvement and track satisfaction over time.
Access CSAT data
- Go to Communication > Calls.
- Create a new filter.
- Add the team and CSAT score you want to view. You can also see the account’s CSAT score or the user’s CSAT score.
- For example, you can filter calls where a specific user’s CSAT score is lower than 3.