CSAT Survey & Analysis
Nora sends satisfaction surveys after ticket resolution and tracks trends
Customer satisfaction is your north star. This automation sends CSAT surveys after ticket resolution and flags declining satisfaction with specific agents or categories.
Support teams often have no visibility into customer satisfaction. Surveys are manual, responses are scattered, and you never see trends until it's too late. This automation integrates with Freshdesk's built-in CSAT survey. When a ticket is marked 'resolved,' Nora sends a 1-question survey: 'How satisfied are you with the resolution? 1-5 scale.' Customers respond in Freshdesk. Nora then analyzes responses: tracks satisfaction by agent, ticket category, response time, and resolution time. She looks for trends: e.g., 'Tickets resolved by Dave average 4.2 stars, but technical tickets average 3.1 stars.' Weekly (Friday), Nora sends a summary to your support manager with: overall CSAT trend, top-performing agents, lowest-performing categories, and recommendations for improvement. Example: Your overall CSAT is 4.1/5 (good). But when Nora digs in, she sees that billing tickets average 3.8/5 (customers are frustrated with responses). She flags this: 'Billing tickets averaging 3.8/5. Recommend: billing team training or increasing response time budget.' You train your billing team on communication, and CSAT climbs to 4.3.
How it works
- Nora detects Freshdesk ticket marked 'resolved'
- Triggers CSAT survey in Freshdesk
- Collects customer response (1-5 scale)
- Analyzes satisfaction by agent, category, response time
- Identifies trends and declining scores
- Generates weekly CSAT summary report
Frequently asked questions
What does "CSAT Survey & Analysis" do?
Customer satisfaction is your north star. This automation sends CSAT surveys after ticket resolution and flags declining satisfaction with specific agents or categories.
How long does setup take?
Under 5 minutes. Connect your tools and Nora handles the rest.
Which tools does this use?
Uses Freshdesk, run by your Customer Support.
How much time does this save?
Saves approximately 2 hours/week, running after ticket resolution; report weekly.