# CSAT

Ask customers to rate their conversation after it is solved, and see the scores on tickets and in reports.

Customer satisfaction (CSAT) asks the customer to rate a conversation once it is solved, on a scale of 1 to 5, with an optional comment. The score shows on the ticket and adds up in [reports](/guides/reports/), so you can see how the team is doing and which conversations went wrong.

![The survey page a customer sees: the five choices from Very poor to Great ringed as 1, with Great picked, the optional comment box ringed as 2, and the Send feedback button ringed as 3](https://docs.opendesk.sh/guides/csat/survey.webp)

1. **The score**: Very poor, Poor, Okay, Good or Great, for 1 to 5.
2. **A comment**: optional, for anything the customer wants to add.
3. **Send feedback**: saves the comment, and the score if they changed it.

## Turn on the survey

**1. Open Settings, then General**

The survey setting is in the **Conversations** section of the workspace's general settings. You need the admin role.

**2. Switch on Satisfaction survey**

From then on, solving a ticket asks the customer to rate it.

![The Conversations section of the workspace settings, with the Satisfaction survey switch ringed as 1, on](https://docs.opendesk.sh/guides/csat/setting.webp)

## What the customer sees

**1. An email after the ticket is solved**

When a ticket is solved, the customer gets a short email from the address the conversation used, asking how it went, with five links from 1 to 5. No account or sign in is needed.

**2. One click records the score**

Clicking a score saves it straight away and opens the survey page, with the score picked. There the customer can change it and add a comment.

> **When no survey is sent**
>
> The survey goes by email, so the ticket's contact needs an email address. It is not sent for spam, for a ticket that was already rated, or when a survey for the same ticket went out in the last 24 hours, so reopening and solving again does not flood the customer. A survey link works for 30 days.

## See the results

On the ticket, the **Satisfaction** section of the details panel shows the stars and the comment, and the timeline records the rating.

![The details panel of a solved ticket, with the Satisfaction section ringed as 1: five stars, 5/5, and the comment Super quick, thanks Sam!](https://docs.opendesk.sh/guides/csat/ticket.webp)

In **Reports**, the **CSAT** tile shows the average score out of 5 for the period, how many ratings it is based on, and the change from the period before.

![The overview tiles of Reports, with the CSAT tile ringed as 1: 4.3 out of 5 from 261 ratings](https://docs.opendesk.sh/guides/csat/report.webp)

## Using the results

- Low scores are worth a follow-up from a team lead: the comment often says what went wrong.
- Filter reports by team or brand to compare how each one is doing.
- A rating counts in the period in which its ticket was solved.

## Related

- [Reports](/guides/reports/)
- [Inbox and tickets](/guides/inbox-and-tickets/)
- [Public CSAT API](/api/resources/public/#csat)