Collect CSAT ratings after conversations
Ask customers to rate a conversation after it is resolved. Switch the survey on, write the question, choose the rating scale and decide when it is sent.
Updated 2 min read
CSAT is a short satisfaction rating. When a conversation is resolved, Mevrik can ask the customer to rate it.
Time: about 3 minutes
Before you start
- You need the Owner, Admin or Supervisor role to change these settings. Viewers can see them but can't change them.
- The survey goes out when a conversation is resolved. See Reply to customers and take over from the AI agent.
Set up your CSAT survey
- In the console, go to Settings → CSAT Survey.
- Switch Enable CSAT on. It says: "Send a one-tap rating survey when a conversation is resolved."
- Under Measure separately → Human agent, edit the Survey question. It can be up to 200 characters. This is the question every customer is asked.
- Under Rating scale, choose Emoji, Stars or Thumbs.
- Under Timing and reach, decide how it's sent:
- Send automatically on resolution: switch on to send it when the conversation is resolved. Leave this on: the console has no button to send a survey by hand, so if it's off, no survey is sent.
- When to send: choose Immediately, or 5, 15, 30 or 60 min after resolution.
- Click Save changes. You'll see Saved.
The Live preview on the right shows what the customer sees. Click a rating in the preview to see the comment step that follows. After they pick a rating, customers can add a comment ("Add a comment (optional)") and submit.
The page says "One survey goes out today", and the question you write applies "however the conversation was resolved", whether your AI agent or a person resolved it.
If you switch Enable CSAT off, the other settings are hidden ("Turn CSAT on above to configure your survey.") and no survey is sent.
See the ratings
You can find a customer's ratings on the Surveys tab of their record. See Manage your customers. Your overall CSAT score appears on the CSAT Survey card in AI Insights in the main menu.
Troubleshooting
"Failed to save CSAT settings" Try again. If it keeps failing, reload the page.
"Couldn't load CSAT settings." Click Try again.
The Save changes button is greyed out Your role can't change these settings. Ask an Owner or Admin.
The Numeric option can't be selected It isn't available yet. Use Emoji, Stars or Thumbs.