Customer Satisfaction Score (CSAT) is a metric — typically % of customers rating their experience positively after a Case interaction. Salesforce captures CSAT via post-Case surveys (Salesforce Surveys / Feedback Management), stores responses on Case records, and surfaces aggregated scores in Service Analytics. Implementation involves survey + delivery + reporting setup.
- Build a CSAT Survey
App Launcher → Surveys → New Survey. Single rating question (1-5 or 1-10) — "How satisfied were you with the support you received?"
- Configure post-Case-close auto-distribution
Use Surveys' built-in Send on Case Close trigger, or a Flow that sends the Survey URL via Email Template when Case Status changes to Closed.
- Map Survey responses back to Case
Survey Response records auto-link to the Case that triggered them via the Survey Subject field. Verify the mapping works on a test Case.
- Build CSAT Aggregation reports
Reports tab → New Report → Survey Responses + Cases joined report. Group by Case Owner / Queue / Time period. Aggregate the score.
- Build a CSAT Dashboard
Pull the score into a Service Console dashboard for managers. Track trends over time.
- For automated alerts on low scores: build a Flow
Record-Triggered Flow on Survey Response → if Score < 3, notify the Case Owner / Manager. Recovery outreach for unhappy customers.
Native Salesforce Surveys (free, capped) / Feedback Management (paid, unlimited) / third-party (Qualtrics, etc.).
Auto on Case Close / Manual / Email Templates / SMS.
% Positive / Average / Count of Promoters.
Automated escalation via Flow.
- Free Salesforce Surveys cap at 300 responses/month. High-volume support teams hit this fast — upgrade to Feedback Management or use a third-party survey tool.
- Response rates affect score reliability. 5% response rate can produce misleading aggregate scores — small samples are statistically weak. Track response rate alongside score.
- CSAT vs NPS are different metrics. CSAT measures satisfaction with a specific interaction; NPS measures overall loyalty. Don't conflate them in dashboards.