CSAT & Customer Satisfaction Surveys
Customer Satisfaction (CSAT) surveys measure customer sentiment immediately after an interaction. Omniflow supports automated survey delivery across voice calls, web chat, SMS, and email.
Survey Rating Scales
| Survey Type | Format | Best Used For |
|---|---|---|
| 5-Star Rating | 1 to 5 Stars (Poor to Excellent) | Web chat widget and email ticket resolution. |
| Thumbs Up / Down | Binary Satisfaction Rating | Quick feedback on AI self-service answers. |
| Voice Keypad Rating | ”Press 1 for Satisfied, 2 for Unsatisfied” | Automated post-call voice survey via IVR. |
Setting Up a CSAT Survey
1. Enable Survey Channels
Go to Settings → Channels → CSAT Surveys and select your channels:
- Chat Widget: Displays a rating prompt immediately after the conversation is closed.
- Voice Calls: Automatically transfers the caller to an automated 2-question IVR rating loop upon agent hangup.
- Email: Appends clickable 1-to-5 star links in the final resolution email.
2. Add Optional Follow-Up Questions
If a customer gives a rating under 3 stars, prompt them with: “What could we have done better?“
3. Track Feedback in Real Time
View live CSAT scorecards and customer comments in the QA Analytics → Reports & Trends dashboard.
Related Guides
| If you want to… | Read |
|---|---|
| Review conversation scorecards | Scorecards & GenAI Evaluation |
| Coach agents on low-scoring calls | Coaching Workflows |