> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/chatbot/csat.md).

# Satisfaction Survey

## Introduction

After the service is completed, ask the customer to rate this service and provide feedback using a five-point Likert scale: 1 means "Very dissatisfied" and 5 means "Very satisfied." You can also customize the survey content, including whether to add feedback questions and set conditions for not sending the survey.

{% hint style="info" %}
The satisfaction survey appearance seen by customers will vary across different channels. If some channels cannot display the format due to limitations, customers will need to actively provide the related data.
{% endhint %}

## Satisfaction survey basic settings

<table><thead><tr><th width="161.33333333333331">Setup</th><th data-type="checkbox">Required items</th><th>Content</th><th>Illustration</th></tr></thead><tbody><tr><td><strong>Enable satisfaction survey</strong></td><td>false</td><td>If not enabled, no satisfaction survey will be sent.</td><td></td></tr><tr><td><strong>Initial message</strong></td><td>true</td><td><ol><li>The initial message inviting the customer to participate in the satisfaction survey. It is recommended to clearly inform the customer that the response range is the numbers 1 to 5.</li><li>If<strong>is not configured, the system will use the default message.</strong></li><li>For real-time chat channels, the system default message may vary depending on the customer's device language.</li></ol></td><td></td></tr><tr><td><strong>Feedback question</strong></td><td>false</td><td>After the customer completes the rating, ask for suggestions or thoughts.</td><td></td></tr><tr><td><strong>Closing message</strong></td><td>true</td><td><ol><li>Inform and thank the customer that the satisfaction survey has been completed.</li><li>If<strong>is not configured, the system will use the default message.</strong></li><li>For real-time chat channels, the system default message may vary depending on the customer's device language.</li></ol></td><td></td></tr><tr><td><strong>Incentive notification</strong></td><td>false</td><td>When a customer completes the satisfaction survey and gives a high score of 4–5, a brief notification will be sent to the responsible service agent to encourage them to maintain motivation.</td><td><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FGnQd5ZO9o7c1S6Edrbb9%2F%E6%88%AA%E5%9C%96%202022-05-10%2010.36.56.png?alt=media&amp;token=cc3a4d3b-43a3-46e8-a61c-283d1f9bac9f" alt=""></td></tr></tbody></table>

## **Send satisfaction survey when conditions are met**

| Setup                          | Content                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
| ------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Minimum number of messages** | <p>The satisfaction survey should only be sent after the customer has switched to a human agent and a specified number of messages have been exchanged. This avoids spam or content without an actual service. It does not include messages from agents, bots, or messages before transferring to a human agent.</p><p></p><p><strong>For example, if set to 5, the customer must have sent at least 5 messages before the satisfaction survey is sent at the end of service.</strong></p> |

## **Do not send satisfaction survey when conditions are met**

{% hint style="info" %}
To collect complete customer feedback, if a customer does not complete the satisfaction survey, agents cannot proactively contact them. Please set specific rules to handle situations where customers do not finish the survey.
{% endhint %}

| Setup                         | Content                                                                                                                                                                                                                                                                                                                                                                                                     |
| ----------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Time of last conversation** | At the end of service, do not send if the time since the last conversation exceeds a certain number of minutes. If the customer actively leaves the conversation, the time will**begin counting**until you click "Complete this service" in the workspace**time difference**, if you proactively complete this service, then**definitely**the satisfaction survey will be sent.                             |
| **Valid completion time**     | If the customer does not finish the satisfaction survey within a certain number of minutes, it will be automatically concluded to prevent the customer from seeking service again after a long delay.                                                                                                                                                                                                       |
| **Resend attempts**           | <p>This is the number of times to resend the survey after the initial ask if the customer's input does not match the satisfaction format (for example, non-numeric). After attempting the specified number of resends, no further prompts will be sent.</p><p><br><strong>For example, if set to 0, the system will only ask the customer the satisfaction survey once and will not ask again.</strong></p> |

## Dashboard widget

You can view the satisfaction charts through the "Dashboard" feature in the left menu. It will display recent satisfaction distribution and include the percentages of recent data for "4 😀" and "5 🤩" as reference indicators.

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-Mkob580ccObAmmOos00%2F-MkobGwpE-gyJycfew4F%2Fimage.png?alt=media\&token=ead6cf78-aaed-4cec-bf3a-a36cf3dc95f7)