Ask one short question right after each conversation, compute CSAT and NPS the standard way, and route every low score to someone who follows up.
For anyone asking: How do I measure customer satisfaction with CSAT and NPS?
Each one's way of doing it, and the point where it stops.
Sends a satisfaction survey automatically when a ticket is marked Solved, every time on email and optionally on messaging, and records the rating on that ticket. Where it stops: The survey email needs the customer's email address; on messaging, agents cannot send it by hand.
Adds a Good, Okay or Bad rating link to every reply or sends it at close; a negative rating can reopen the ticket, and the score shows on the ticket, contact and account. Where it stops: Not on Free or Express; ratings on WhatsApp, Instagram and Messenger need Professional or Enterprise.
Sends a 1 to 5 CSAT survey with a comment box after a delay you set, from 5 minutes to a week, and a survey response can trigger a rule. Where it stops: The survey setting for chat applies to all chat integrations at once, not store by store.
Sends a CSAT survey when a ticket is closed, and agents can add the survey to a reply, a canned response or an automation rule, so every answer stays on its ticket. Where it stops: Its surveys have no NPS question; Freshdesk points to its SurveyMonkey app for that.
Shows CSAT, NPS and microsurvey Messages in the Beacon widget, feeds chat ratings into the Happiness report, and a workflow can reopen a poorly rated conversation and notify the team. Where it stops: The Free plan has no Messages, so no surveys; NPS needs Beacon's identify method.
Shows a five-option emoji rating when an agent closes a chat or ticket and after Lyro solves one, then emails a rating request if the visitor skipped it after Lyro. Where it stops: Works only for chats in the Tidio widget, not Messenger, Instagram or WhatsApp.
A Feedback request ticket rule, on by default for new accounts, asks for a Great, Okay or Not good rating, and a post-chat form collects feedback after chats; results feed a Tickets satisfaction report.
Every verdict rests on the data in our product reports, never on a fee. How we score →