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Run CSAT, NPS, and CES surveys and close the loop on detractors
The Feedback section (formerly “Surveys”) is where you build surveys, run satisfaction programs, and read the results. Because Feedback lives on the same customer records as the rest of the CRM, a response is attached to the person and company who gave it — and, for a post-resolution CSAT, the exact ticket it came from.
/surveys URLs redirect to /service/feedback, and the public link a respondent uses to answer a survey keeps working.- CSAT — Customer Satisfaction. A short rating (for example 1–5) asked right after a resolution.
- NPS — Net Promoter Score. A 0–10 “how likely are you to recommend us” scale that splits respondents into promoters, passives, and detractors.
- CES — Customer Effort Score. Measures how easy it was to get help.
- Ad-hoc — A custom multi-question survey for product feedback, research, or anything else.
Start from a preset or scratch
In the Feedback section, open the builder and pick an NPS, CSAT, or CES preset, or start a blank ad-hoc survey. A live preview shows exactly what respondents will see as you build.
Add and configure questions
Add questions of any supported type — rating scales, single-select, multi-select, yes/no, short and long text, date, email, and phone. Each question can have help text, be marked required, and carry its own options.
Add branching, if needed
Conditional follow-ups and logic jumps let the survey adapt to earlier answers. The builder checks that every jump points at a real question and will not let you save a survey with a dangling branch — so a respondent never hits a dead end.
Reorder with the keyboard
Reorder questions with Move-up / Move-down controls (not drag-only), so the builder is fully keyboard-operable.
A program ties a survey to a trigger. The flagship program is CSAT-on-resolve: when an agent resolves a ticket, Service automatically sends the customer a short satisfaction survey. The response comes back attached to that ticket, that person, and that company — so you can see satisfaction in the context of the work that earned it.
- Copy link / QR code — A reusable public link (and matching QR code) anyone can answer anonymously.
- Send to a segment — Send a personalized link to each person in a group, so responses are automatically tied to the right contact.
- Distribution status — See how a send performed: sent, opened, responded, bounced, and suppressed counts, with the reason for each suppression, so a bounced batch never looks like simple low engagement.
The Analytics tab shows NPS, CSAT, and CES scorecards, response trends over time, segmentation, and themes pulled from open-text verbatims. Individual responses are listed with the respondent and submission time, and you can export the raw data to CSV.
What the CSV export contains
- One row per response, with these columns: Response ID, Survey, Survey ID, Submitted At, Respondent Name, Respondent Email, Channel, Score, Score Bucket, NPS, CSAT, CES, Sentiment, Verbatim, Ticket, Person ID, and Company ID. Verbatim is the first open-text answer on the response, and Ticket is the ticket reference when the survey came from a resolution.
- Scope: every survey response in your organization by default. Narrow the Responses list to one survey first and the file covers that survey alone.
- Filters it carries: the survey and the score band (promoter, passive, or detractor) the list is currently showing, so the file and the screen always describe the same population. The export address also accepts a start and end submission date, so a saved link can pull one fixed period every time.
- Who can run it: anyone with the feedback view permission (
feedback.view), the same permission the Responses list itself requires. The file is never a wider read than the list it mirrors. There is no row cap and no plan restriction, so a full history exports in one file.
When a response is a detractor — a low CSAT or a low NPS — Service can close the loop automatically: it creates a follow-up task for the account owner and can raise a churn-risk flag, weighted by the deal value or renewal at stake. The most valuable unhappy customers get attention first.
Survey responses appear on the person and company records as a Feedback section, so anyone opening an account sees its CSAT and NPS history alongside its deals and activities — no separate report to dig up.