When should CSAT calls be triggered?

Best practice is 1-24 hours after the interaction. We support event-based triggers from your CRM, ticketing, or order system.

What rating scales are supported?

1-5 star, 1-10 numeric, and emoji-equivalent verbal scales are all supported.

Can I track CSAT by agent?

Yes, when integrated with your support system, CSAT scores can be tracked per agent for performance management.

What about survey fatigue?

You can set frequency limits so customers are not surveyed too often. Smart sampling ensures representative data without over-surveying.

AI CSAT Survey Calls | Customer Satisfaction | Edesy | Edesy

CSAT Survey Features

Satisfaction insights at scale

CSAT Collection

Collect satisfaction ratings (1-5 or 1-10) via natural voice conversations.

Reason Capture

AI asks follow-up questions to understand the reasons behind the rating.

Post-Interaction

Trigger CSAT calls automatically after support tickets, deliveries, or service interactions.

Theme Detection

AI identifies common themes in verbal feedback for systemic improvement.

Low Score Alerts

Immediate alerts for low CSAT scores to trigger service recovery.

CSAT Dashboard

Real-time CSAT trends by agent, product, channel, and time period.

How CSAT Surveys Work

After every interaction

Trigger Event

CSAT call triggered after support ticket closure, delivery, or service interaction.

AI Calls Customer

Bot asks about their experience, collects rating, and captures feedback.

Analyze & Alert

Scores are analyzed and low ratings trigger immediate service recovery.

Improve Service

Theme analysis identifies areas for systematic service improvement.

CSAT Results

"Post-delivery CSAT calls helped us identify our worst delivery partner. We switched and CSAT improved from 3.2 to 4.5 in two months."

Rohit Gupta

"Real-time CSAT tracking after support tickets lets us catch and fix bad experiences within hours instead of waiting for monthly surveys."

Sneha Patil

CSAT Survey FAQ

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Continuous satisfaction measurement that drives service improvement.

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