How to Setup a CSAT Survey

Griffin Steinman Updated by Griffin Steinman

Most PSA-native or integrated CSAT survey solutions provide URLs that are unique to your company, and each will tie to a Positive, Neutral or Negative response.

Here is an example of a positive SmileBack survey:

The /123456/ in the above example should tie to the ID of the request in your PSA.

With snippets, Thread gives you the ability to place the ID you need in-URL on demand.

Use the {Ticket ID} variable in your snippet to ensure each rating is tied to the right request. When the user clicks on the hyperlink for any of the 3 options, it takes them to the correct SmileBack survey page and then they're off and running.

Here is an example that Thread uses every day:

Choose from the options below to rate your service experience:

  1. [Service magic ✨]({Ticket ID}/1)
  2. [Good service 😃]({Ticket ID}/0)
  3. ["I'm not mad; just disappointed" ☹️]({Ticket ID}/-1)

And here is the output presented to the user in-thread:

To setup your own CSAT Survey snippet, you must first get the unique URL for your company from your CSAT provider:

To get the unique URL for your company and create the snippet, you will need to:

  1. Navigate to your CSAT module (SmileBack, SimpleSAT, AutoTask, etc)
  2. Grab your unique URLs
  3. Create a new snippet
    1. navigate to inbox
    2. click your account name in the bottom left corner
    3. click snippets
    4. click the "+ New Snippet" button
    5. Plug them in to a snippet:
    6. Customize the language as you wish
  4. Enjoy higher response rates from happier customers by surfacing your survey immediately after the session.

How did we do?

How does Thread decide who gets assigned to dynamic Teams or Slack channels?

Can you add custom filters to Flows?