Setup 2nd Question for CSAT - Multiple Questions

Owned by Joseph Huynh
Last updated: Jan 18, 2022 by Nguyen TranVersion comment

Goal

Reduce analyzing survey time for admins. In another word, help admin pin point problem areas or key drivers behind overall rating score.

Why there are only 3 questions?

  1. Keeping it simple and mobile friendly for end users.
  2. Maintaining high response rate to improve survey accuracy.
  3. Save team time on analyzing reports and to stay focus on taking actions

Step-by-step guide

  1. Go to the project you want to configure
  2. Click on CSAT icon on the left navigation 
  3. Click on configure on the top right 

  4. On the Rating Page

Here you can configure

  1. Secondary question based on rating responses
  2. Multiple choices where end users can tell you the reason why they are satisfied or upset with the ticket resolved.