|
| 1 | +--- |
| 2 | +title: 'Customer Feedback' |
| 3 | +--- |
| 4 | +Automatically collect feedback at the end of each support thread — so you can spot issues early, improve team performance, and show customers you’re listening. |
| 5 | + |
| 6 | +<Info> |
| 7 | + Customer feedback is only available on our [Grow and Scale tiers ](https://plain.com/pricing). If you are interested in using this feature please reach out to use on [[email protected]](mailto:[email protected]). |
| 8 | +</Info> |
| 9 | + |
| 10 | +<Frame></Frame> |
| 11 | + |
| 12 | + |
| 13 | +### What you can do with CSAT |
| 14 | +- Capture sentiment from customers with a one-click survey sent after a thread is marked as done. |
| 15 | +- See feedback at a glance — who responded, what they said, and which thread it relates to. |
| 16 | +- Create multiple feedback forms to segment your surveys (e.g. Enterprise vs everyone else). |
| 17 | +- Track and improve with CSAT reporting that breaks down ratings and comments. |
| 18 | + |
| 19 | + |
| 20 | +### Where it works |
| 21 | +CSAT surveys work across all channels — Slack, Discord, Email, Chat, Microsoft Teams, Portal, and API. |
| 22 | + |
| 23 | +We’ll send the survey natively in Slack, and as an email for all other channels. Wherever the conversation happens, you can follow up with a feedback request. |
| 24 | + |
| 25 | + |
| 26 | +### How it works |
| 27 | +Once a thread is marked as Done, Plain sends a short survey asking the customer how the support experience went — they can rate it positive, neutral, or negative, and leave an optional comment. |
| 28 | + |
| 29 | +All responses are stored and visible: |
| 30 | + - In the thread sidebar, so your team can see feedback in context. |
| 31 | + - In Reporting > CSAT, so you can view response trends over time or view individual feedback. |
| 32 | + |
| 33 | + |
| 34 | +### Customising surveys |
| 35 | +<Frame></Frame> |
| 36 | + |
| 37 | +You can create and manage multiple CSAT surveys to target different parts of your customer base. |
| 38 | + |
| 39 | +You can: |
| 40 | +- Customise the survey message. |
| 41 | +- Set a delay before sending (e.g. 15 minutes after a thread is marked Done). |
| 42 | +- Control frequency so customers aren’t asked to rate every thread. |
| 43 | + |
| 44 | +### To get started |
| 45 | + 1. Go to Settings → Customer survey |
| 46 | + 2. Click "New customer survey |
| 47 | + 3. Set your rules, and you’re done |
| 48 | + |
| 49 | +### Best practices |
| 50 | +- **Start small**. Set up one general-purpose survey before adding segmentation. |
| 51 | +- **Review feedback regularly**. Use the CSAT report to spot trends and act on negative feedback. |
| 52 | +- **Be respectful**. Use the "Time between surveys" feature to avoid over-surveying your customers. |
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