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Measure Customer Satisfaction with CSAT Surveys

chatworx team

Customer satisfaction scores are only useful if you collect them consistently. Manual follow-ups get missed and separate survey tools lose the link to the conversation. chatworx CSAT surveys go out at the right moment, when a conversation is resolved, and the results land in your reports.

How CSAT Surveys Work

When a conversation is resolved, chatworx sends the customer a short satisfaction survey on the channel the conversation happened on. No separate survey tool and no manual step.

Customers rate their experience from 1 to 5, shown as emoji or stars, and can add an optional comment to explain their score.

Channel Support

  • Website chat: the survey appears inline in the chat window
  • Email, WhatsApp and Messenger: the customer gets a short message with a link to the survey

Surveys respect each channel's reply window. On WhatsApp the survey is only sent within 24 hours of the customer's last message, and on Messenger within 7 days, so it never breaks the platform's rules.

You can turn surveys on or off for each inbox, so you only ask where feedback is useful.

The CSAT Report

All responses feed into the CSAT report under Reports → CSAT:

  • Average rating across all responses
  • Total responses and surveys sent
  • Response rate: the share of surveys that got an answer
  • Rating distribution: how many 1s, 2s, 3s, 4s and 5s you received
  • Recent responses: each response with its conversation, contact, agent, rating and date

Filter by date range or rating, and export to CSV for your own analysis. From any response you can open the conversation behind it, so it's easy to follow up on a low score or share good feedback with your team.

Get Started

CSAT surveys are included on every paid plan. Turn them on per inbox under Settings → Inboxes, in the inbox's Customer Experience tab.

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