> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/support-workflows/csat.md).

# CSAT

Pylon has a built-in tool to help you collect satisfaction scores from customers!

CSAT is one of Pylon's [Surveys](/pylon-docs/platform/surveys.md). It asks the customer to rate their support experience after an issue.

## Setup

1. Go to **Engagement > Surveys > CSAT** (also linked from **Settings > Communications > CSAT**) and click **Create Survey**.
2. On the **Configuration** tab, customize the survey's wording and follow-up question.
3. On the **Send method** tab, click **Add a Trigger** and set the conditions for when the survey is sent.
4. Optionally, turn on **Enable cooldown period** in the same tab so a customer who responded doesn't receive the survey again for a set time.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FgM4YKdLWrGd7bb6iIvCJ%2Fimage.png?alt=media&amp;token=ce79ef08-0438-4dc8-94d6-ace7b7b0a37f" alt="" width="286"><figcaption></figcaption></figure>

Customize when CSAT is sent out within the trigger. For example, easily disable CSAT for certain customers that express fatigue with surveys, or for certain types of issues.

### Supported channels

CSAT surveys are sent on the issue's channel:

| Issue source            | How the survey is delivered                                     |
| ----------------------- | --------------------------------------------------------------- |
| Slack                   | A message in the issue's thread that only the requester can see |
| Chat widget             | In the chat widget conversation                                 |
| Email and ticket forms  | Email to the requester                                          |
| Issues created in Pylon | Email to the requester, if they have an email address           |

CSAT surveys are not currently sent for other channels, including Microsoft Teams and customer portal issues.

### Behavior <a href="#how-it-works" id="how-it-works"></a>

* The CSAT survey is sent to the customer who opened the issue.
* Pylon sends at most one CSAT survey per issue. If a trigger fires again on the same issue, no second survey is sent.
* Email surveys are not sent to contacts who have unsubscribed from surveys.
* CSAT surveys are on a 1-5 point scale with an optional space for free form feedback.

CSAT data is visible on a dedicated tab within Analytics and on the survey's **Results** tab. CSAT for an individual issue is also available on the page for that issue.


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