Customer Satisfaction (CSAT)

Purpose

Customer Satisfaction lets customers rate eligible resolved/closed support experiences.

Rating

Ratings use stars. The CSAT list can filter by star rating.

Comment

Customers can provide optional written feedback alongside the rating where the customer feedback form exposes it.

Ticket relationship

CSAT is tied to the support ticket/customer experience rather than being an anonymous general survey.

Reviewing feedback

Use CSAT trends together with ticket context. A single low or high rating should not be treated as the only measure of Employee performance.