Measure customer happiness with satisfaction surveys

Last Update: Oct 2024 • Est. Read Time: 5 MIN
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Kustomer satisfaction surveys allow you to measure your customer's happiness with your support team after a conversation is marked done across every channel. You can customize each channel survey to provide a better customer experience depending on where you are surveying them. Satisfaction surveys can be translated into any language Kustomer supports using snippets. Our default form content is automatically translated for you.

Who can access this feature?
User typesAdmins can create new surveys.


In this article

Default satisfaction surveys

Kustomer comes with default satisfaction surveys that are preconfigured and ready to use. The default surveys available on this page depend on the channels installed in your organization and cannot be deleted.

To turn on a default survey:

  1. Go to Settings> AdministrationSatisfaction.
  2. Turn on the toggle for the specific channel survey you want to enable. You can customize the default settings by selecting the edit icon for the survey.

By default, all satisfaction surveys, except chat, are sent after their respective conversation is marked done. If a conversation is reopened, any surveys pending are canceled until the conversation is marked done again. You can change who receives a survey by modifying your target audience.

If you have more than one survey configured for the same type of channel, surveys will be sent based on the target audience defined for it. For more information, see Specify your survey audience.

Create a new survey

You can create up to 10 additional satisfaction surveys for each one of your available channels.

  1. Go to Settings> Administration > Satisfaction.
  2. Select Add Survey.
  3. Select the channel you are creating the survey for from the drop-down menu.
  4. Enter a name and, optionally, a description for the survey.
  5. Select Create.

Configure the style of your survey

You can customize the survey title, questions, and rating style used in each survey.

The Content section is where you can configure the messages and questions your customers will be asked in the survey. You can choose to leave the default examples or write your own. 

The following survey text can be customized:

  • Introduction Message is the text that appears above the survey form.
  • Satisfaction Rating Title is the text displayed above rating styles.

Note: Snippets can be inserted into each field to provide translated text.

The Rating Design section is where you can choose the rating design used in each survey and the rating label. You can select from one of the pre-written options or select Create your own labels and enter your own.

Translate the Submit button for a knowledge base survey

Existing organizations that want the Submit button on a knowledge base survey to be translated into their supported languages must update an existing theme file.

To translate the button:

  1. Go to Settings> Knowledge Base > Themes.
  2. Open your existing theme, go to More Options, and select Go To Code Editor.
  3. Select Create New Draft.
  4. Open the survey.jsx file.
  5. Find the SatisfactionForm component (shown below) and add the following code under successMessage.
    submitButtonText={
     <Snippet id="sn.kustomer.articlesurvey.submit_label" />
    }
  6. Select Save and Publish.

Create additional follow-up questions

If you created your own survey, you can send up to 3 additional follow-up questions to customers. The following options are available:

  • No, do not send any follow-up questions
  • Yes, send the same question for all submitted customer ratings
  • Yes, send a different set of questions based on the customer's satisfaction rating

Notes:

  • Additional follow-up questions are only available for Enterprise and Ultimate plans.
  • Ratings are recorded once the customer clicks a rating, regardless of whether they answered any additional follow-up questions.
  • Some third-party integrations do not support follow-up questions.

To create additional questions, select one of the options, select Add Question, and then choose from one of the available types.

Question type
Description
Example
Free text
Customers can provide written feedback to your question. The response limit is 1024 characters.
Check all that apply
Customers can select multiple responses from a list you have configured. You can create up to 4 responses to choose from.
Multiple choice
Customers can select one response from a multiple-choice list configured by you. You can create up to 4 responses to choose from.


If you choose to send a different set of questions based on the customer's satisfaction rating, you can create up to 3 additional questions for each separate rating. Users will receive the questions set for negative ratings if they submit a neutral rating.

You can determine whether any follow-up questions are required to fill out by selecting the Required check box when creating them. If selected, users won't be able to submit the survey unless they answer the question.

Notes: 

  • Ratings are recorded even if the required questions aren't answered.
  • You cannot change the type of follow-up questions you selected once you save your changes. To use a different question type, please delete the original one first.

Specify your survey audience

By default, surveys are sent out for all conversations marked Done (except for chat surveys). You can use the Audience section to customize your target audience and specify which customers or conversations can receive a satisfaction survey. To do so, select Advance Filtering and then select any attributes from the Conversation, Customer, or Message objects in the fields provided. For more information on how to build these criteria, see Understand filter operators.

Note: Survey filters that use Message attributes will always apply to the last message in the conversation (outbound or inbound).


If you create multiple surveys for the same channel, your audience rules will determine which survey is sent to the customer. As a general rule of thumb, if a user meets the audience criteria for two surveys, the survey with the most specific criteria is the one that is sent. For example, let's say you have two email surveys: 

  • Survey A has a target audience of all VIP customers
  • Survey B's audience is VIP customers who are also at risk of cancellation

The customer will receive Survey B since they meet both criteria.

You can view the audience for each survey by hovering over Custom Audience in the list.

Survey send options

You can configure when your survey is sent, which email template is used, and what channel the survey is sent to. Available options will vary by channel and are not available if you are configuring a chat survey.

The following options are available:

  • Delay is the number of minutes, hours, or days that pass before the survey is sent to the customer after a conversation is marked done.
  • Send Via is the channel the survey will be sent to. This setting only needs to be configured for Phone surveys.
  • HTML Template is the email template used with the survey. For more information, see Customize email templates.

Important configuration steps for SMS and Voice surveys

If you're setting up surveys for either SMS or Voice surveys, there are additional configurations you need to set up.

SMS surveys

After turning on an SMS survey, take the following additional steps:

  1. Turn on the From toggle in the Sending Overrides section.
  2. Select the phone number that will be used to send the survey in the From drop-down menu.

Phone (voice) surveys

After turning on a Phone (Voice) survey, take the following additional steps:

  1. Select the follow-up channel the survey will be sent to from the Send Via drop-down menu. The options shown here depend on your available channels.
  2. In the From drop-down menu, select where the survey will be sent from. In this example, we select a phone number to send the survey via SMS. The options shown here will depend on what you selected in step 1.