CSAT & Feedback Collection

Best Practices for running CSAT & feedback collection campaigns

What to do:

• Collect right after key interactions.

• Use short formats.

How to do:

1. Immediately after resolution/delivery: Ask for CSAT via emoji or stars.

2. If no reply in 24 hrs: Follow-up with a reminder.

Why this works:

• Identifies service gaps quickly.

• Fuels support, marketing, and product loops.

Best Practices for running CSAT & feedback collection campaigns

Immediately after resolution/delivery

If no reply in 24 hrs