How To Manage CSAT And Feedback Survey In EasyDesk

Customer satisfaction tells you what actually works and what needs improvement. EasyDesk gives you a built-in CSAT system so you can collect feedback directly from your customers after interactions and turn that data into actionable insights.

Access CSAT Settings

Start from your dashboard:

• Go to Settings

• Click CSAT & Feedback

Here you manage your entire survey setup, including rating, questions, and channel distribution.

Enable Customer Satisfaction Rating

Customer satisfaction rating is the core of your survey.

• Toggle Customer satisfaction rating to enable it

• Once enabled, EasyDesk starts calculating your CSAT score automatically based on responses

A scoring formula is applied behind the scenes, so no manual calculation is required.

Edit Your Survey

Click Edit survey to customize how your survey looks and behaves.

This is where you define what customers see when they submit feedback.

Configure Rating Scale

Headline

Write a clear and simple question that customers will answer.

Example:

How was your support experience today?

Keep it short and easy to understand.

Description (Optional)

Enable the description toggle if you want to add context.

Use it to explain why feedback matters.

Example:

We use your feedback to improve our support experience.

Rating Type

Choose how users will rate their experience:

• Numeric (standard 1–5 scale)

• Emoji (visual and quick feedback)

• Custom text (fully personalized labels)

Numeric works best for structured reporting, while emoji feels more user-friendly.

Scale Range

Your CSAT scaling range will be selected to 5 points by default

Rating Labels And Impact

Each score can have:

• A label (like Good, Poor, Exceptional)

• A rating impact (Positive or Negative)

Example mapping:

• 5 → Exceptional → Positive

• 4 → Good → Positive

• 3 → Average → Positive

• 2 → Poor → Negative

• 1 → Dissatisfied → Negative

This classification helps EasyDesk calculate your overall CSAT score.

Add Follow-Up Questions

Follow-up questions help you understand the reason behind a rating.

Optional Questions For Negative Ratings

Enable this option to ask users why they gave a low rating.

• Toggle Allow end users to select the reason for negative rating

• Add a headline question

Example:

We’re sorry to hear that. What went wrong?

Add Response Options

You can add up to 5 predefined reasons such as:

• Took too long

• Unfriendly

• Unhelpful response

• Hard to understand

Use Add option to include more responses.

This makes analysis easier by grouping feedback into categories.

Add Open-Ended Question

Sometimes structured answers are not enough.

Enable open-ended responses to collect detailed feedback.

• Toggle Enable text responses

• Add a headline

Example:

Share your thoughts on the support you received

This gives customers space to explain their experience in their own words.

Manage Survey Channels

After setting up your survey, decide where it will be used.

In the Channels section, you will see available options:

• Ticket

• Chat

Each channel has a status:

• Active

• Inactive

Activate CSAT For Channels

To enable CSAT for a channel:

• Click the three-dot menu next to the channel

• Select Activate

Once activated, surveys will be sent automatically after interactions in that channel.

How CSAT Works In Practice

• A customer interacts via chat or ticket

• Interaction ends or reaches a defined state

• Survey is triggered automatically

• Customer submits rating and feedback

• EasyDesk calculates and stores the score

You can later analyze trends and identify areas for improvement.

Best Practices For Better Results

• Keep your main question short and clear

• Use simple rating labels customers understand instantly

• Add negative feedback options to identify patterns quickly

• Enable open-ended responses for deeper insights

• Activate CSAT only on relevant channels to avoid overload

Summary

CSAT & Feedback in EasyDesk helps you:

• Measure customer satisfaction consistently

• Understand the reasons behind feedback

• Improve support quality using real data

• Collect feedback across multiple channels

A well-configured survey turns every interaction into a learning opportunity.