Centre d'aide Madyis Hub
en
Language
fr French en English

Measure satisfaction (CSAT)

Open in
View as Markdown Open in ChatGPT Open in Claude
Michael

Michael

Last updated on May 29, 2026

What it is for: CSAT (Customer Satisfaction) is a short survey sent automatically to your customer once their conversation is resolved. They rate their experience, which lets you measure the quality of your support and spot what to improve.

Turn on the CSAT survey

The survey is enabled per inbox.

  1. Go to Settings → Inboxes.
  2. Click the inbox concerned.
  3. Open the CSAT tab.
  4. Turn on Enable CSAT.
  5. Save.

From now on, when a conversation in this inbox is set to Resolved, the customer automatically receives the survey and can leave their rating.

Good to know: the CSAT survey is sent only once per conversation. The customer is not asked again for the same request.

View the results

  1. Go to the Reports section.
  2. Open the CSAT report.
  3. There you can see the ratings received, the response rate, and any comments your customers left.

Track these figures over time: a falling trend warns you early, a rising trend confirms your efforts are paying off.