Customer Service · Module 23

Survey Manager

Ask Every Customer, Automatically

Stop guessing how customers feel. Send the right survey at the right moment, and watch the score update in real time.

⏱ ~8 min to complete80 pts available🏅 Badge: Feedback Champion

About & Business Case #

Why "I think they're happy" isn't a real number #

Tomas Weber · VP of Customer Experience

"Every support ticket gets closed and we just... move on. Nobody asks the customer if we actually solved their problem well. I want a satisfaction score sent automatically the moment a ticket is resolved — not a once-a-year email survey nobody remembers to send."

Feedback that depends on someone remembering to ask never happens consistently. A survey that sends itself, right when the experience is fresh, gets far more honest answers. That gives you a real trend line to watch, instead of a guess.

What you get out of it

Consistent, automatic feedback collection, with a live average score — instead of an occasional, unreliable one-off survey.

Implementation #

Build a survey, set a trigger, watch the score #

A survey has a Name and a Type. There are four types: CSAT (Customer Satisfaction — "how happy were you?", usually scored 1–5), NPS (Net Promoter Score — "how likely are you to recommend us?", scored 0–10), CES (Customer Effort Score — "how easy was this?"), or Custom. Each type comes with its own default scale. A survey also has a Question Text, and an optional Follow-up Question that asks the customer to explain their score.

Send Rules

A Send Rule says exactly when a survey should go out — for example, "when a Case's status field changes to Resolved." Once a send rule is turned on, matching records automatically trigger that survey. No one has to remember to send it by hand.

The customer's link

Each survey that goes out creates a one-time link, just for that customer. They open it, answer the scale question (and the follow-up, if there is one), and that's it — the link can't be reused once they've responded.

Live dashboard

Survey Manager shows a rolling CSAT Average and Response Rate over the last 30 days, plus an NPS response count over the last 90 days. That way you always know where you stand right now, not just last quarter.

1 Create a post-resolution CSAT survey #

Open Survey ManagerGo to Survey Manager → Surveys tab → New Survey.

Set up the surveyName: "Post-Resolution CSAT" · Type: CSAT · Question Text: "How satisfied are you with how we resolved your case?"

Add a follow-upFollow-up Question: "Why did you give this score?" Then click Save Survey.

Create the Send RuleSwitch to the Send Rules tab, pick your new survey, and set Object: case · Field: status · Value: Resolved. Then click Add Rule.

Check the dashboardBack on the Surveys tab, note the CSAT Avg and Response Rate tiles at the top. These numbers will move once responses start coming in.

How to Use #

Day-to-day: support agents #

Resolve the case as normalThe survey sends itself the moment status changes — nothing extra to remember.

Day-to-day: customer experience leadership #

Watch the trend, not just one scoreCheck the 30-day CSAT average and response rate regularly to catch a dip early.

Read the follow-up answersLow scores with a follow-up explanation are the most useful ones — read them, not just the number.

What to try next

Look at the Customer Health & Service Analytics trail — survey scores feed directly into the health score built there.

Quiz #

Test what you learned #

1. What does a Send Rule do?

It writes the survey questions for you

It defines the condition that automatically triggers a survey to go out

2. Can a customer reuse their survey link to submit a second response?

Yes, the same link can be answered any number of times

No — each survey link can only be used once