CSAT & Customer Experience

Customer Satisfaction (CSAT) scoring is the simplest, most direct way to learn how your customers feel about the support they receive. After a conversation wraps up, ChannelX can ask the customer to rate their experience and leave optional feedback. Collect enough of these ratings and you have a continuous, honest read on your service quality.

This section covers turning surveys on and tailoring them, plus the review workflow that helps managers interpret the scores correctly rather than taking every rating at face value.

Pages in this section

1. Enable CSAT surveys — switch surveys on for an inbox and customise how they look and when they send.
2. Review notes for CSAT — add internal context to responses so scores are understood in the right light.

Where the scores show up

Survey results feed the CSAT report under Reports → CSAT, which keeps updating in real time. See the CSAT reports guide for how to read it.