Post-Ticket CSAT Survey
This post-ticket CSAT survey helps support teams measure customer satisfaction after ticket resolution. It combines CSAT star ratings with Customer Effort Score (CES) to understand both satisfaction and ease of resolution. The form includes conditional logic that adjusts follow-up questions based on the initial rating, helping you identify both top performers and areas needing improvement.
Try the Form
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
313
314
315
316
317
318
319
320
321
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
export function supportTicketCsatSurvey(form: FormTs) {
// Post-Ticket CSAT Survey - Support Quality Measurement
// Demonstrates: StarRating, RatingScale (CES), ThumbRating, MatrixQuestion, SuggestionChips, conditional visibility
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'How Did We Do?',
computedValue: () => 'Your feedback helps us improve our support. This survey takes less than 2 minutes.',
customStyles: {
backgroundColor: '#0ea5e9',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Resolution Status
// ============================================
const resolutionSection = form.addSubform('resolutionSection', {
title: 'Issue Resolution'
});
resolutionSection.addRow(row => {
row.addThumbRating('issueResolved', {
label: 'Was your issue resolved?',
size: 'lg',
showLabels: true,
upLabel: 'Yes, resolved',
downLabel: 'No, not resolved',
alignment: 'center'
});
});
// Follow-up if issue was NOT resolved
resolutionSection.addSpacer();
resolutionSection.addRow(row => {
row.addTextarea('unresolvedDetails', {
label: "We're sorry to hear that. Please tell us what's still unresolved:",
placeholder: 'Describe the issue that remains unresolved...',
rows: 3,
isVisible: () => resolutionSection.thumbRating('issueResolved')?.value() === 'down',
isRequired: () => resolutionSection.thumbRating('issueResolved')?.value() === 'down'
});
});
// ============================================
// SECTION 2: Overall Satisfaction (CSAT)
// ============================================
const csatSection = form.addSubform('csatSection', {
title: 'Overall Satisfaction',
customStyles: () => {
const rating = csatSection.starRating('overallSatisfaction')?.value();
if (rating && rating >= 4) return { backgroundColor: '#d1fae5', padding: '16px', borderRadius: '8px' };
if (rating && rating <= 2) return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
return { padding: '16px', borderRadius: '8px', border: '1px dashed #cbd5e1' };
}
});
csatSection.addRow(row => {
row.addStarRating('overallSatisfaction', {
label: 'How satisfied are you with the support you received?',
maxStars: 5,
size: 'xl',
alignment: 'center',
showConfettiOnMax: true
});
});
// Dynamic response based on rating
csatSection.addRow(row => {
row.addTextPanel('csatResponse', {
isVisible: () => csatSection.starRating('overallSatisfaction')?.value() !== null,
computedValue: () => {
const rating = csatSection.starRating('overallSatisfaction')?.value();
if (rating === 5) return "Excellent! We're thrilled you had a great experience!";
if (rating === 4) return "Great! We're glad we could help.";
if (rating === 3) return "Thank you. We'd love to know how we can improve.";
if (rating && rating <= 2) return "We're sorry to hear that. Please help us understand what went wrong.";
return '';
},
customStyles: () => {
const rating = csatSection.starRating('overallSatisfaction')?.value();
const baseStyles = { padding: '12px', borderRadius: '6px', textAlign: 'center' as const, fontStyle: 'italic' as const };
if (rating && rating >= 4) return { ...baseStyles, color: '#047857' };
if (rating && rating <= 2) return { ...baseStyles, color: '#dc2626' };
return { ...baseStyles, color: '#6b7280' };
}
});
});
// ============================================
// SECTION 3: Customer Effort Score (CES)
// ============================================
const cesSection = form.addSubform('cesSection', {
title: 'Ease of Resolution',
isVisible: () => csatSection.starRating('overallSatisfaction')?.value() !== null
});
cesSection.addRow(row => {
row.addRatingScale('effortScore', {
preset: 'ces',
label: 'How easy was it to get your issue resolved?',
size: 'md',
alignment: 'center'
});
});
// ============================================
// SECTION 4: Agent Performance (Matrix)
// ============================================
const agentSection = form.addSubform('agentSection', {
title: 'Support Agent Performance',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
agentSection.addRow(row => {
row.addMatrixQuestion('agentRating', {
label: 'Please rate your support agent on the following:',
rows: [
{ id: 'knowledge', label: 'Product Knowledge', isRequired: true },
{ id: 'communication', label: 'Clear Communication', isRequired: true },
{ id: 'professionalism', label: 'Professionalism', isRequired: false },
{ id: 'responsiveness', label: 'Response Time', isRequired: false },
{ id: 'empathy', label: 'Understanding & Empathy', isRequired: false }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
// ============================================
// SECTION 5: Improvement Areas (for low ratings)
// ============================================
const improvementSection = form.addSubform('improvementSection', {
title: 'Help Us Improve',
isVisible: () => {
const rating = csatSection.starRating('overallSatisfaction')?.value();
return rating !== null && rating !== undefined && rating <= 3;
},
customStyles: { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' }
});
improvementSection.addRow(row => {
row.addSuggestionChips('improvementAreas', {
label: 'What areas need improvement? (select all that apply)',
suggestions: [
{ id: 'response-time', name: 'Response Time' },
{ id: 'solution-quality', name: 'Solution Quality' },
{ id: 'communication', name: 'Communication' },
{ id: 'knowledge', name: 'Technical Knowledge' },
{ id: 'follow-up', name: 'Follow-up' },
{ id: 'availability', name: 'Availability' },
{ id: 'process', name: 'Support Process' },
{ id: 'tools', name: 'Self-Service Tools' }
],
alignment: 'center'
});
});
improvementSection.addSpacer();
improvementSection.addRow(row => {
row.addTextarea('improvementSuggestions', {
label: 'What specific improvements would you suggest?',
placeholder: 'Your suggestions help us serve you better...',
rows: 3
});
});
// ============================================
// SECTION 6: Positive Feedback (for high ratings)
// ============================================
const praiseSection = form.addSubform('praiseSection', {
title: 'What Made It Great?',
isVisible: () => {
const rating = csatSection.starRating('overallSatisfaction')?.value();
return rating !== null && rating !== undefined && rating >= 4;
},
customStyles: { backgroundColor: '#ecfdf5', padding: '16px', borderRadius: '8px' }
});
praiseSection.addRow(row => {
row.addSuggestionChips('positiveAspects', {
label: 'What did you appreciate most? (select all that apply)',
suggestions: [
{ id: 'quick-response', name: 'Quick Response' },
{ id: 'solved-first-contact', name: 'First Contact Resolution' },
{ id: 'friendly-agent', name: 'Friendly Agent' },
{ id: 'expert-help', name: 'Expert Help' },
{ id: 'clear-explanation', name: 'Clear Explanation' },
{ id: 'went-extra-mile', name: 'Went Extra Mile' },
{ id: 'easy-process', name: 'Easy Process' },
{ id: 'follow-up', name: 'Great Follow-up' }
],
alignment: 'center'
});
});
praiseSection.addSpacer();
praiseSection.addRow(row => {
row.addTextarea('positiveComments', {
label: 'Any additional comments or praise for our team?',
placeholder: 'We love hearing what we did well!',
rows: 2
});
});
// ============================================
// SECTION 7: Future Contact
// ============================================
const contactSection = form.addSubform('contactSection', {
title: 'Follow-Up',
isVisible: () => csatSection.starRating('overallSatisfaction')?.value() !== null
});
contactSection.addRow(row => {
row.addRadioButton('followUpPreference', {
label: 'Would you like us to follow up about your feedback?',
options: [
{ id: 'no', name: 'No follow-up needed' },
{ id: 'email', name: 'Yes, contact me by email' },
{ id: 'phone', name: 'Yes, call me' }
],
orientation: 'vertical'
});
});
contactSection.addRow(row => {
row.addEmail('contactEmail', {
label: 'Your email address',
placeholder: 'email@example.com',
isVisible: () => contactSection.radioButton('followUpPreference')?.value() === 'email',
isRequired: () => contactSection.radioButton('followUpPreference')?.value() === 'email'
});
});
contactSection.addRow(row => {
row.addTextbox('contactPhone', {
label: 'Your phone number',
placeholder: '+1 (555) 123-4567',
isVisible: () => contactSection.radioButton('followUpPreference')?.value() === 'phone',
isRequired: () => contactSection.radioButton('followUpPreference')?.value() === 'phone'
});
});
// ============================================
// SECTION 8: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => csatSection.starRating('overallSatisfaction')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const resolved = resolutionSection.thumbRating('issueResolved')?.value();
const csat = csatSection.starRating('overallSatisfaction')?.value();
const ces = cesSection.ratingScale('effortScore')?.value();
if (!csat) return '';
let summary = '📋 Your Feedback Summary\n';
summary += '━'.repeat(25) + '\n\n';
// Resolution status
if (resolved === 'up') {
summary += '✅ Issue: Resolved\n';
} else if (resolved === 'down') {
summary += '❌ Issue: Not Resolved\n';
}
// CSAT
summary += `⭐ Satisfaction: ${csat}/5 stars\n`;
// CES
if (ces) {
let effort = 'Medium effort';
if (ces >= 6) effort = 'Very easy';
else if (ces >= 4) effort = 'Moderate effort';
else effort = 'High effort';
summary += `📊 Effort Level: ${effort} (${ces}/7)\n`;
}
// Sentiment
summary += '\n';
if (csat >= 4) {
summary += '💚 Thank you for your positive feedback!';
} else if (csat <= 2) {
summary += '🔧 We will work to improve your experience.';
} else {
summary += '💡 Your feedback helps us get better.';
}
return summary;
},
customStyles: () => {
const csat = csatSection.starRating('overallSatisfaction')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (csat && csat >= 4) {
return { ...baseStyles, backgroundColor: '#d1fae5', borderLeft: '4px solid #10b981' };
} else if (csat && csat <= 2) {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#f8fafc', borderLeft: '4px solid #94a3b8' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => csatSection.starRating('overallSatisfaction')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Your Feedback!',
message: 'Your input is invaluable in helping us provide better support. If you requested a follow-up, our team will contact you shortly.'
});
}
Frequently Asked Questions
When should I send this survey?
Send immediately after ticket resolution or within 24 hours of closing the ticket. Customers' memories are freshest right after resolution, leading to more accurate feedback.
What is Customer Effort Score (CES)?
CES measures how easy it was for customers to get their issue resolved. Lower effort typically leads to higher loyalty. This form uses a 1-7 scale where 1 is 'Very Difficult' and 7 is 'Very Easy'.
How do I calculate my CSAT score?
CSAT is calculated as the percentage of customers who rated 4 or 5 stars (satisfied/very satisfied). For example, if 80 out of 100 respondents give 4-5 stars, your CSAT is 80%.
What's a good CSAT score for support?
Industry benchmarks for customer support CSAT typically range from 70-85%. Scores above 85% are excellent, while below 70% indicates significant room for improvement.
Can I customize the survey for different ticket types?
Yes, you can modify the form to include ticket-type specific questions or adjust the conditional logic based on your support categories like technical, billing, or general inquiries.