Run CSAT, NPS, and CES surveys and close the loop on detractors
Feedback is where you measure how customers feel — and act on it.
The Feedbacksection (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.Purpose-built scales for the three standard satisfaction metrics, plus ad-hoc surveys.
The builder has a live preview and a full set of question types.
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 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.
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 questions with Move-up / Move-down controls (not drag-only), so the builder is fully keyboard-operable.
Automatically ask for a rating when a ticket is resolved.
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.
Send a survey by link, QR code, or to a segment.
Scorecards, trends, and themes — computed for you.
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.
A low score should never sit unseen.
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.
Feedback shows up where you already work.
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.