# Measure customer happiness with satisfaction surveys

> Kustomer satisfaction surveys allow you to measure your customer's happiness with your support team after a conversation is marked done across every channel.

Source: https://help.kustomer.com/en_us/satisfaction-surveys-ryeiT9pUN

Last updated: 2026-08-21T21:33:19.489Z

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 types**

Admins can create new surveys.

  

### In this article

*   [Default satisfaction surveys](#default)
*   [Create a new survey](#new)
*   [Configure the style of your survey](#configure)
*   [Translate the Submit button for a Knowledge Base survey](#translate)
*   [Create additional follow-up questions](#follow-up)
*   [Specify your survey audience](#audience)
*   [Survey sending options](#send-options)
*   [Important configuration steps for SMS and Voice surveys](#additional)

### 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**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/da61a989294ad6042b7927bc78f9981b.png)**\> Administration** > **Satisfaction**.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/1b2bb6c87c0e9d4f818d8ea8b7a1cd13.png)
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 ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/dc67750a7f3f2151d469f8fc21aabc15.png)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](#audience).

### Create a new survey

You can create up to 30 additional satisfaction surveys for each one of your available channels.

1.  Go to **Settings**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/da61a989294ad6042b7927bc78f9981b.png)**\> 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**.

**Note:** Surveys that are not active do not count against the total limit of available surveys.

### 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. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/39f79260b62495eb4e2baa79b4dca5ef.png)

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.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/ec6cfa2478ee26f66cc59c5c3c66f39e.png)

### 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![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/da61a989294ad6042b7927bc78f9981b.png)****\> 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" />
    }
    
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/28232608d6285678adc5f9a0b320062f.png)
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.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6e302fc4d2cb02ad545b2bf8f243b471.png)

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.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/1e23d00c4f5b1b924e2248342c931cac.png)

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.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/41b73274124dfd256bff7ac6cb42944e.png)

  

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.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b3e38fd9ca279c20bdad6ea578065c39.png)

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](https://help.kustomer.com/filter-operators-Sy8cQR5mU).

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

  

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8d91c97438da6ff4f8ec5143261ea703.png)

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.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f206d787128fe49c9f4a517e19a5a8d1.png)

### 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.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/c18ec63ad1a97723da4398aadfd71512.png)

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](https://support.kustomer.com/en_us/customize-email-templates-r1DrjNITb).

### 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.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f29df85f590ea00725d64a4e498dbd93.png)

**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.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6e604f890bcb63feb07753668a495f99.jpg)
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.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f29df85f590ea00725d64a4e498dbd93.png)

  

### ****Resending surveys****

You can resend a satisfaction survey to a customer if the conversation is on a supported channel and you have the ****Resend Satisfaction Survey**** permission.

****Channel support for resend:****

**Channel**

**Can Resend?**

Email

Yes

SMS

Yes

Chat (Kustomer Chat)

No

Chat conversations receive the survey once, automatically, when the conversation is resolved. There is no option to resend a survey on a chat conversation. If the customer did not complete the survey, it cannot be reissued.

### **Troubleshoot chat CSAT surveys not sending**

If chat CSAT surveys stop sending after a configuration change:

1.  Verify survey settings are enabled for the chat channel under ****Settings**** > ****Administration**** > ****Satisfaction****.
2.  Confirm that ****Allow Chats to be Ended**** is enabled in your chat settings. Chat CSAT surveys trigger when the conversation ends.
3.  Check that a human agent engaged in the conversation. CSAT surveys do not send for conversations handled entirely by AI without human agent involvement.
4.  Review your CSAT audience rules. If you added exclusion rules based on tags (for example, excluding conversations tagged "Duplicate"), verify that the tag is not being applied more broadly than intended. Workflows or business rules may be applying the exclusion tag to conversations that should still receive surveys.