CRM CSAT Surveys

1. HOW A CUSTOMER RATES THEIR EXPERIENCE

1. Once their support ticket is resolved, the customer receives a unique link — often as clickable 1-to-5-star options right inside a "how did we do?" email, so rating takes exactly one click with no page to fill out.
2. If they click a star rating directly, it's recorded immediately — the fastest possible path from "ticket closed" to "we know how they felt."
3. If they'd rather leave more feedback, the link also opens a short on-page form: a required 1-5 star rating, an optional numeric satisfaction score, and an optional free-text comment, all submitted together.
4. Either way, the link is single-use — it can't be submitted twice — and it expires after a reasonable window, so old survey links don't linger indefinitely.
5. The rating is automatically linked back to the original support ticket, so satisfaction data is always queryable alongside your actual ticket history — which agent, which issue type, which resolution time — not sitting in a disconnected survey tool you have to manually cross-reference.

2. HOW IT CONNECTS TO THE REST OF THE SYSTEM

• Support Center / Tickets — every CSAT response is tied directly to the ticket that generated it, so you can see satisfaction trends broken down by agent, issue type, or time period.
• Part of the broader CRM support suite, alongside ticketing, live chat, and SLA tracking.

3. WHY IT SCALES FROM SMB TO ENTERPRISE

Quick Reference

  Sent automatically ....................... After a support ticket is marked
                                             resolved
  Ticket-level ratings ..................... CRM > Tickets > (ticket) >
                                             Satisfaction