Measure Customer Satisfaction with CSAT Surveys

Customer satisfaction scores are only useful if you collect them consistently. Manual follow-ups get missed, separate survey tools lose attribution, and survey fatigue sets in when you ask too often. chatworx CSAT surveys solve this by automating collection at exactly the right moment — the instant a conversation is resolved — and aggregating results directly in your support analytics.

How CSAT Surveys Work

When an agent marks a conversation as resolved, chatworx automatically sends a short satisfaction survey to the customer through the same channel the conversation happened on. No separate email campaign, no third-party tool, no manual step.

The survey asks a single primary question:

How satisfied were you with the support you received?

Customers respond with a 1 to 5 star rating. An optional follow-up text field lets them elaborate on their score, giving you qualitative context alongside the number.

Channel Support

CSAT surveys are delivered through the conversation's original channel:

• Email — A clean survey card is appended to the resolution email thread
• WhatsApp — An interactive message template is sent with tap-to-select star options
• Live Chat widget — The survey appears inline in the chat window before it closes
• Facebook Messenger — A survey message is sent to the thread automatically

Each channel uses a native interaction pattern so the survey feels like a natural continuation of the conversation rather than a bolt-on form.

Triggering Rules

You have full control over when surveys fire:

• Auto-trigger on resolve — The default behaviour. Every resolved conversation sends a survey unless excluded
• Exclude by label — Tag conversations with labels like no-csat or internal to skip the survey
• Exclude by inbox — Turn off surveys for specific inboxes where feedback is not relevant
• Cooldown period — Prevent the same customer from receiving more than one survey within a configurable window (e.g., 7 days), avoiding survey fatigue

The Analytics Dashboard

All survey responses feed into the CSAT analytics dashboard, accessible under Reports → CSAT. Key metrics include:

• CSAT score — The percentage of responses that rated 4 or 5 stars, shown as a percentage over your selected date range
• Response rate — The proportion of surveys sent that received a reply
• Average rating — The mean star score across all responses
• Score by agent — Individual CSAT breakdowns per agent, useful for coaching and performance reviews
• Score by inbox — CSAT broken down by channel, revealing which support channels deliver the best experience
• Score over time — A trend chart showing how satisfaction has moved week-on-week or month-on-month

Individual Response View

Every individual survey response is logged and searchable. You can click into any response to see:

• The full conversation that triggered the survey
• The customer's rating and written comment
• The assigned agent and team
• The channel and inbox

This makes it easy to follow up on a particularly low score, share a glowing piece of feedback with your team, or route negative responses to a manager for review.

Closing the Loop

Negative CSAT responses can trigger automation rules. For example, you can create a rule that watches for any response with a 1 or 2 star rating and automatically:

1. Reopens the conversation
2. Assigns it to a senior agent or team lead
3. Adds a low-csat label for tracking
4. Sends the customer a recovery message

This turns CSAT from a passive measurement tool into an active recovery mechanism — catching dissatisfied customers before they churn.

Get Started

CSAT surveys are available on Professional and Enterprise plans. Enable them under Settings → CSAT → Enable Surveys and configure your trigger rules, cooldown period, and excluded inboxes.