← Customer experience
CSAT after support
Sent when a support ticket closes: satisfied? resolved? agent rating.
The questions
- 01How satisfied are you with the support you got?satisfaction
- 02Was your issue resolved?one choice
- 03How was the person who helped you?rating
- 04What is still not right?comment
- 05May we reopen your request and call you?yes / no
- 06Your nameshort answer
- 07Your phone numberphone
- 08Your email, for a written replyemail
Questions appear only to the people they apply to: someone who rates you low is asked what went wrong.
More for customer experience
NPS (relationship)The classic Net Promoter question with a "why", sent every quarter to all customers.NPS after a purchase or visitNPS tied to one interaction, with the order or visit id from the link.Customer effort (CES)"How easy was it?" after sign-up, a payment, a return or a support request.Cancellation reasonWhy customers leave, and what might bring them back.Onboarding check-inA week or a month in: are new customers getting value, and what is in the way?Win/loss surveyAsk prospects why they chose you, or did not: price, features, trust, timing.