How to Use CSAT Surveys to Improve Customer Satisfaction for Closed Service Tickets

Customer satisfaction at the end of a service interaction is crucial for building loyalty and ensuring a positive perception of your business. FrodX leverages CSAT surveys to evaluate satisfaction with closed service tickets, gathering actionable insights to improve processes, address customer concerns, and deliver consistently high-quality support. By collecting feedback right when tickets are closed, InstantFeedback ensures that every customer’s voice is heard.

InstantFeedback Campaign

InstantFeedback integrates seamlessly with HubSpot’s ticketing system, offering flexibility in how CSAT surveys are sent to customers. When a ticket is marked as "closed," businesses can choose to send the CSAT survey in one of two ways:

Follow-Up Email: The survey can be sent as a automated follow-up email after the ticket closure notification, ensuring it captures the customer’s focused attention.
Embedded in the Final Email: Alternatively, the CSAT survey can be embedded directly within the final email notifying the customer that their ticket has been closed.

At FrodX, the preference was to reduce inbox clutter and avoid overwhelming customers with additional emails. By embedding the survey as a widget in the ticket closure email, customers were able to share their satisfaction seamlessly within the same interaction. This streamlined approach eliminated the need for separate follow-ups while ensuring higher response rates by simplifying the process for customers.

The CSAT survey includes:

Rating: Customers rate their experience on a scale of 1 to 5.
Comment Field: Customers can share additional details about their experience, providing valuable context

Email Example: (hs/nekdo mi mora sprožit in zaključiti ticket, da screenshotam)

HubSpot Follow-up Journey

Promotors

If customers rate their experience as 4 or 5, the journey concludes here. Their positive feedback is recorded to contribute to overall satisfaction metrics, helping FrodX track and celebrate successes in its service delivery.

Detractors

Task Assignment: A task is automatically created for the Delivery Team Manager to review the feedback and associated ticket.
Root Cause Analysis: The manager evaluates the ticket to identify what went wrong.
Customer Outreach: The manager contacts the customer directly to address concerns and offer a resolution.
Process Optimization: Feedback from detractors is analyzed to uncover patterns or recurring issues, allowing the team to improve workflows and prevent similar challenges in the future.

Within three months, this campaign helped FrodX improve its CSAT score by 15% and provided actionable insights to enhance the overall customer experience. This structured approach ensures that promoters feel their feedback is valued and that detractors receive personalized attention to resolve their concerns.

The Role of Feedback in Service Funnels

High satisfaction rates directly lead to stronger customer loyalty, meaning customers are more likely to stay with your business, renew services, or attend future events—reducing the costs of constantly acquiring new customers. Satisfied customers often share their positive experiences, bringing in referrals and new business, which cuts marketing expenses significantly.