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CSAT Surveys and Report

A Customer Satisfaction Score (CSAT) tells you how happy customers are with a visit, a class, an order or a chat with your team. Whautomate sends a short survey asking for a rating from 1 to 5, records each answer against the survey, channel and team member, and shows the results in the CSAT Score report. Use it to spot problems early and to see which team members and services get the best feedback.

Surveys are sent by an automation, so you choose exactly when they go out, for example one day after an appointment is marked as visited, or when a chat is closed.

How the score is calculated​

Customers reply with a rating from 1 to 5. Ratings of 4 and 5 count as satisfied.

CSAT = satisfied ratings ÷ all ratings × 100

For example, if 40 customers rated a team member and 34 of them gave 4 or 5, that team member's CSAT is 85%. The rating is the first number in the customer's reply; if there is no number, the number of emoji (such as ⭐⭐⭐⭐) is used.

Step 1: Create a survey​

A survey is a label for what you are measuring, such as "Appointment", "Agent" or "Order".

  1. Go to Settings > All Settings, and under Data & Fields click Manage Data Lists.
  2. Open CSAT Surveys and click Add CSAT Survey.
  3. Enter the survey name and save.

You can also create a survey while setting up the automation below. A survey that already has responses or is used by an automation cannot be deleted.

Step 2: Send the survey with an automation​

Example: send a survey one day after an appointment is marked as visited.

  1. Go to Engage > Automations and click Add Rule, then Create rule from scratch.
  2. Choose the trigger Appointment Updates.
  3. Add a condition: Appointment Status equals Visited.
  4. Add the action send Customer Satisfaction Survey (CSAT):
    • Choose the Survey, for example "Appointment".
    • Choose the channel: WhatsApp, Instagram, Messenger, Telegram or Live Chat.
    • Add a wait (for example 1 day) and a time to send if you do not want it to go out straight away.
    • For WhatsApp, pick an approved template whose buttons let customers rate from 1 to 5. The default whauto_customer_satisfaction_survey template is ready to use. On Instagram and Messenger, rating buttons from 1 to 5 stars are added for you.
  5. Save the rule.

Test it by booking an appointment for yourself and marking it as Visited.

An automation rule with the Appointment Updates trigger, the condition Appointment Status equals Visited and the send Customer Satisfaction Survey (CSAT) action set to the Appointment survey on WhatsApp

See Automation and Automate reviews and surveys for more about rules.

Step 3: Read the CSAT report​

  1. Go to Reports and, under Customers, click CSAT Score.
  2. Filter by Channel, Staff, Survey and Filter by Date.
  3. Click Run Report.

The report shows:

  • Customer Satisfaction Score: your CSAT percentage for the filters you chose.
  • Ratings on a scale of (1 - 5): the number of Responses and how many of each rating you received.
  • A list of every rating with the Survey, Staff, Channel, Rated By and Rated At. Click View Message to open the conversation.

Click Reset Filters to start again.

The Customer Satisfaction Score (CSAT) report with the CSAT gauge, the bar chart of ratings from 1 to 5 and the list of recent ratings

Survey ideas​

SurveyWhen to send it
AppointmentAfter an appointment is marked as visited
ClassAfter a class booking is attended
AgentWhen a team member closes a conversation
BotAfter a chatbot flow ends
OrderAfter an order is delivered
Customer ExperienceA periodic check-in with regular customers

Tips​

  • Send surveys soon after the experience, while it is fresh, but not in the middle of the night. Use the wait and schedule time in the action.
  • Follow up on low ratings quickly. Click View Message in the report to reply in the same conversation.
  • Team members without access to reports cannot open the CSAT report.
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