CSAT and NPS surveys

CSAT and NPS surveys on WhatsApp, right when the chat ends

When a conversation is resolved, Ciarem asks the customer to rate it in the same chat, on WhatsApp, Instagram, Messenger and your website chat. Low scores get a follow-up question, and every answer is credited to whoever resolved the chat.

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Availability: Satisfaction surveys is an add-on included in your plan; an admin activates it under Settings > Add-ons. Answering by WhatsApp form needs WhatsApp forms on for your number and a business verified by Meta.

Service quality you can't see

  1. You find out a customer was unhappy when they stop writing.

    1. Every resolved chat can end with a CSAT or NPS question, in the same conversation.

  2. You can't tell which agent, team or channel leaves customers unhappy.

    2. Results break down by agent, AI agent, team and channel, with the rated chats behind each.

  3. Nobody asks why a score was low.

    3. Low scores get a follow-up question, and the answer is saved as a comment.

Asked in the same chat, when it's resolved

Pick CSAT (1–5) or NPS (0–10), write your own question or keep the default, and choose the channels. The survey goes out when a teammate resolves the chat, and also when the AI does if you switch on Also for chats closed by the AI. Each conversation is surveyed at most once, and you can limit it to some teams.

  • Buttons: a list on WhatsApp, quick replies on Instagram and Messenger, chips on web chat
  • Let them type: a plain message that asks for a number
  • WhatsApp form: the customer picks the score inside a form, with an optional comment

Reply to each score your way

Set what happens after each range of scores: Ask for a comment, which waits up to an hour for the reply, or Just thank them. By default, low scores ask what went wrong, middle scores ask what to improve, and high scores get a thank-you.

  • Your own text on each score's button, up to 20 characters
  • A score with words, like "4, the agent was quick", saves both
  • Answers don't open a new chat, wake the AI or count as unread

Results per agent, AI, team and channel

Metrics shows your CSAT or NPS with the number of responses, the response rate and the trend. The Surveys tab breaks it down by agent, including each AI agent, by team and by channel. Click a row to see the rated chats behind it, and open any chat to read the whole conversation.

  • Each answer goes to the teammate or AI agent who resolved the chat
  • Recent feedback, filterable by Negative, Neutral or Positive

Try it before a customer sees it

In the Playground, pick a channel and click Close conversation. The survey arrives exactly as customers get it, and you can answer it to see the follow-up. Nothing you do there shows up in Metrics.

How to get started

Send your first survey

  1. 01

    Turn on the add-on

    An admin goes to Settings > Add-ons and clicks Activate on Satisfaction surveys. Surveys appears in the sidebar.

  2. 02

    Set up the survey

    In Surveys, pick CSAT or NPS, the channels, how customers answer on each, and who gets it.

  3. 03

    Decide the follow-ups and save

    Choose what to reply to each range of scores, write the thank-you message, and click Save.

Frequently asked questions

CSAT (1–5) asks how satisfied the customer was with this conversation. NPS (0–10) asks how likely they are to recommend you.

Yes, if WhatsApp forms are on for your number and your business is verified by Meta. If the form can't be sent, the customer gets the list instead, so no survey is lost.

Yes. Switch on Also for chats closed by the AI, and those answers are credited to the AI agent.

No. Answers don't open a new chat or wake the AI. If the customer writes about something else instead, that message opens a new conversation like any other.

On WhatsApp, Instagram and Messenger, a survey is only sent inside the 24-hour messaging window. If the customer's last message is older, it is skipped.

No. Satisfaction surveys is an add-on included in your plan. An admin activates it under Settings > Add-ons.

Related features

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