Measuring customer satisfaction is a critical part of delivering exceptional IT support. With SuperOps, you can easily set up highly customizable CSAT surveys to gather valuable feedback directly from your clients.
Creating a new CSAT Survey
Please follow these steps to create and customize your survey:
Navigate to Settings > Advanced Configuration > CSAT Surveys to manage your customer satisfaction surveys.
To build a new survey, click the +Create Ticket Survey button located at the top right of the page.
3. In the Survey Configuration modal, enter the survey Name and Primary question.
4. Then choose which emails should include the survey link and your preferred survey delivery timing.
5. Choose the visual style for your survey using either star ratings or emoji ratings. You can also customize the rating labels and numeric values displayed for each response option
6. Enable Show Comment Box to allow clients to provide additional written feedback along with their survey response.
7. Enable Follow-up Questions to display an additional question when a client submits a rating below the selected threshold.
8. Add predefined response options to help capture structured feedback from clients by clicking on the +Add Option button below.
9. If you need to prevent specific clients from receiving this survey, enable the Excluded Clients toggle and select those clients from the dropdown list.
10. Click Save to finalize and create your survey. The survey will then appear in your list of survey templates, where you can easily Clone or Delete it as needed.
Activating Your Survey
Once your survey is created, you will need to activate it so it can be sent to clients.
To activate your newly created survey, click the Activate Survey icon next to it in the list.
2. You can also Pause the survey at any time if you no longer want it to be sent to clients.
Configuring Survey Delivery Notifications
You can manage the email templates associated with your survey delivery.
To do that, navigate to Notification Center > Tickets Tab > CSAT Survey at the bottom of the page.
Viewing CSAT Reports
Tracking your customer satisfaction score helps you identify areas for improvement.
To view the performance and analytics of your surveys, return to the CSAT Surveys settings page and click on Check CSAT Reports.
2. Here, you can monitor the incoming feedback to identify trends and improve your service delivery.