CSAT surveys
Know how every interaction went, while it still matters.
Customer satisfaction (CSAT) surveys ask “How satisfied were you?” right after a support ticket, delivery or onboarding call. Rirofeed sends them on time, scores them, and makes sure unhappy answers reach someone who can help.
What is CSAT?
CSAT (customer satisfaction score) measures how happy a customer is with a specific interaction. The usual question is “How satisfied were you with your experience?” on a scale from 1 (very unsatisfied) to 5 (very satisfied).
Where NPS measures long-term loyalty, CSAT measures a single moment, which makes it the standard metric for support teams.
How to calculate CSAT
Example: 300 customers rate a support ticket. 273 choose 4 or 5. Your CSAT is 273 ÷ 300 × 100 = 91%.
Rirofeed shows CSAT and rating summaries for every form, with a 30-day trend.
How Rirofeed runs CSAT
Ask at the right moment, on autopilot.
After a ticket closes
Pick a trigger, a form and a delay, like “two days after a ticket is closed, send the support CSAT survey”. RiroCRM reports its events itself, and any other app can start an automation through your workspace’s private webhook.
No survey fatigue
Automations skip people who have unsubscribed, have no email, or were asked in the last 30 days.
Any format
Use a CSAT question, star rating, opinion scale or a one-click Riro Temperature, with follow-up questions that only show for low scores.
Unhappy answers escalate
A low CSAT counts as negative feedback. Post it to Slack, send it to a webhook, or open a high-priority RiroCRM ticket.
Score, sentiment, themes
Every written answer gets a sentiment, and keyword themes show what keeps coming up, so you can fix the cause rather than the symptom.
On the customer record
Results are logged on the contact in your CRM, so the next person who speaks to them knows how the last interaction went.
What is a good CSAT score?
Many teams aim for 80% or higher, but benchmarks vary by industry and channel. The most useful comparison is your own trend over time and between teams.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with one interaction, like a support ticket. NPS measures overall loyalty and how likely someone is to recommend you. Many teams use CSAT after support and NPS a few times a year. Rirofeed does both.
Can CSAT surveys be sent automatically?
Yes. Rirofeed automations send a survey when something happens, such as a ticket closing, after a delay you choose. Any app can trigger them through a webhook.
What happens when a customer gives a low CSAT?
A low CSAT counts as negative feedback. Rirofeed can alert Slack, call a webhook, and open a high-priority ticket in RiroCRM.
Find out how customers really feel.
Start free with ready-made NPS, CSAT and testimonial forms. Upgrade when you’re ready.