If you want to send CSAT survey on the Freshchat Widget for web and mobile SDK, please refer to this article.

Customer Satisfaction (CSAT) surveys help you collect feedback from customers about the quality of support they received form you. These surveys usually consist of a set of questions that allow customers to rate their experience and provide comments. CSAT surveys help you measure customer satisfaction, identify areas that need improvement, and address any issues promptly. They also play a crucial role in maintaining customer loyalty and retention.


We are rolling out the Advanced Customer Satisfaction survey builder to all accounts in batches. We appreciate your patience as we make them available to everyone.



TABLE OF CONTENTS


How to create CSAT surveys for channels on Freshchat

Freshchat offers you a robust tool to build CSAT surveys which can be sent on channels like WhatsApp, Email and Instagram after a conversation is resolved to collect feedback from your customers.


To create a new CSAT survey,

  • Log in to Freshchat as an admin
  • Go to Admin Settings > Configurations and Workflows > Conversations CSAT
  • Click on the +New survey button on the top right
  • Pick one of the 5 templates provided and click on Apply this template. You can edit the questions later.



  • Give your survey a name and description and click on Next
  • You can now customize your survey



  • Under the Customize tab, edit the survey prompt settings like the type of rating scale and rating labels
  • Next, click on Survey settings tab. Here you will be able to edit the title and colour theme of the survey, add a logo, and choose the survey layout
  • Once you are done, click on Save to save your changes
  • When you're ready to publish your survey, click on Publish 
  • Once your survey is published, you will now be able to collect responses


How to send CSAT surveys on WhatsApp

To send CSAT survey on WhatsApp, 

  • Log in to Freshchat as an admin
  • Go to Admin Settings >  Channels > WhatsApp
  • Find the business number you want to send a CSAT survey in and click on the configure



  • Scroll down and toggle the Send a CSAT survey when the conversation is resolved switch
  • Select the CSAT survey you want to send in this topic
  • Edit the setting for the minimum number of interaction, time from the last customer message and when to disable the survey if it goes unanswered.
  • Click on Publish to save the changes



How to send CSAT surveys as an Email

To send CSAT survey as an Email, 

  • Log in to Freshchat as an admin
  • Go to Admin Settings >  Channels > Support Email
  • Find the email account to which you want to send CSAT surveys & click configure
  • Scroll down and toggle the Send a CSAT survey when the conversation is resolved switch
  • Select the CSAT survey you want to send
  • Edit the setting for the minimum number of interaction, time from the last customer message and when to disable the survey if it goes unanswered.
  • Click on Save to save the changes



Note: Before sending CSAT surveys via email, please complete your sender email's DKIM verification to improve email delivery.


How to send CSAT surveys on Instagram

To send CSAT survey on Instagram, 

  • Log in to Freshchat as an admin
  • Go to Admin Settings >  Channels > Instagram
  • Find the IG business you want to send a CSAT survey in and click on configure



  • Scroll down and toggle the Send a CSAT survey when the conversation is resolved switch
  • Select the CSAT survey you want to send in this topic
  • Edit the setting for the minimum number of interaction, time from the last customer message and when to disable the survey if it goes unanswered.
  • Click on Publish to save the changes




Additional information on CSAT survey limits

  • You can only create a maximum of 20 surveys at a time
  • Each survey can only be deployed to 20 channels (each additional WhatsApp number, Instagram account and Email ID will be counted as a new channel)
  • You can only add a maximum of 30 questions to a survey

If you have any more questions, please reach out to your account manager to write to [email protected]