Customer Satisfaction Surveys
Capture field service feedback at the perfect moment. Automatically send surveys when jobs complete and sync satisfaction scores back to Zendesk tickets.
How It Works
Close the feedback loop in four automated steps
Configure Survey
Design your satisfaction survey with custom questions, rating scales, and branding.
Set Trigger Timing
Define when surveys send - immediately after job completion or with a delay.
Customer Responds
Customers receive surveys via email or SMS and rate their service experience.
Sync to Zendesk
Satisfaction scores and feedback automatically attach to the original Zendesk ticket.
Why Automate CSAT Surveys?
Unified feedback delivers actionable customer insights
Complete Visibility
See field service satisfaction scores right in Zendesk alongside ticket history.
Higher Response Rates
Timely surveys sent right after service capture feedback while experience is fresh.
Identify Issues Fast
Low scores trigger alerts so you can address problems before they escalate.
Measure Technician Quality
Track satisfaction by technician to identify training needs and top performers.
Survey Capabilities
Flexible surveys that capture the feedback you need
Multi-Channel Delivery
Send surveys via email, SMS, or WhatsApp based on customer preference.
Custom Rating Scales
Use 5-star, NPS (0-10), or thumbs up/down based on your needs.
Follow-Up Questions
Conditionally show open-text fields for low scores to capture details.
Branded Experience
Customize survey look and feel to match your company branding.
Language Support
Multi-language surveys based on customer location or preference.
Anonymous Option
Allow anonymous feedback for more honest responses when needed.
Industry Use Cases
See how different industries leverage satisfaction surveys
Contract Renewal Insights
Track satisfaction trends to predict contract renewals and identify at-risk accounts.
Referral Generation
Automatically ask satisfied customers for referrals after positive ratings.
SLA Perception
Measure customer perception of SLA compliance alongside actual metrics.
First-Time Fix Feedback
Validate first-time fix rates with customer confirmation surveys.
Unified in Zendesk
Satisfaction data appears directly on the ticket for complete context
Ticket #45892
HVAC Repair - Johnson Property
"Tech arrived on time and fixed the issue quickly. Very professional!"
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Ready to Close the Feedback Loop?
Start capturing field service satisfaction automatically. Set up surveys in minutes and get unified customer insights in Zendesk.