Customer Satisfaction Score (CSAT) is a metric that reflects how satisfied your customers are with the service they received or with their overall experience with your company. At the end of a conversation, you can automatically ask customers to rate the interaction using a simple emoji scale and, optionally, leave a comment.
This feature is available in Akece and can be enabled for each individual inbox. Once activated, every resolved conversation will automatically trigger a satisfaction survey request.
You can track results in real time using the CSAT Report in your Akece dashboard.
How to Enable CSAT Surveys
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Go to Settings → Inboxes
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Find the inbox where you want to enable CSAT and click the gear icon to open its settings
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Locate the option Enable Satisfaction Rating
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From the dropdown, select Enabled
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Click Update to save the changes
From this point on, every resolved conversation in that inbox will prompt the customer with a satisfaction survey.
How the Survey Appears to Customers
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Website (Live Chat): After the conversation is marked as resolved, the customer will see an emoji rating scale directly inside the widget.
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Other Channels (e.g., WhatsApp, Email, or Messenger): The survey will be sent via the same channel, showing the same emoji rating scale with an optional comment field.
If you need help setting up or analyzing your Satisfaction Scores, reach out to our team:
📩 [email protected] | 📱 @akece.ai