How to set up a CSAT program in Salesforce

Setting up CSAT in Salesforce takes a few steps: configure a survey tool, build a Flow to trigger sends, store responses on the Case, and build dashboards. The data pipeline is straightforward; the operational discipline of acting on results is harder.

1. 1
   Pick a survey tool

   Salesforce Surveys (native, lower cost) or a third-party tool (Qualtrics, SurveyMonkey, Medallia, Delighted). Pick based on existing tooling, feature requirements, and budget.

2. 2
   Design the CSAT survey

   One question on a clear scale. Resist the temptation to add five more questions; longer surveys kill response rates. The single question should map directly to CSAT (How would you rate your experience).

3. 3
   Build the trigger Flow

   Create a record-triggered Flow on Case that fires when Status changes to Closed. The Flow sends the survey through the chosen tool. Add a delay of 1 to 24 hours after close to let the customer reflect.

4. 4
   Store responses on the Case

   Configure the survey tool to write back to a Case custom field (CSAT_Rating__c) and the survey response object. This is what dashboards aggregate.

5. 5
   Build CSAT dashboards

   Service Cloud Service Analytics has pre-built CSAT dashboards. Customize for your team. At minimum: overall CSAT, CSAT by agent, CSAT by Case Reason, CSAT time series.

6. 6
   Operationalize the responses

   Build a Flow that flags low-CSAT cases for manager review. Train managers to follow up with both the agent and the customer. CSAT data is only useful if someone acts on it.