Customer Surveys (CSAT)

Customer Surveys (CSAT) helps you to gather real-time feedback at the end of support threads so you can improve service, surface issues early, and show customers you’re listening. With CSAT, you can:

• Auto-send surveys when a thread is marked Done

• See feedback in context – who submitted it, what they said, and which thread it relates to

• Segment surveys (e.g. Enterprise vs Everyone)

• Track performance in Reporting → CSAT

How it works:

CSAT surveys work across all support channels. Plain sends surveys natively in Slack and Discord, and via email for all other channels, so customers receives them in the format they’re used to.

Once a thread is marked as Done, Plain automatically sends a brief CSAT survey asking the customer to rate their experience:

• Positive, Neutral, or Negative

• Optional open comment field

Responses are visible:

• In the thread sidebar, for direct context

• In Reporting → CSAT, where you can review trends and drill into individual feedback

Customizing surveys

You can tailor surveys to fit your customer segments and tone. For each CSAT survey, you can:

• Customise the message text

• Set a delay (e.g. 15 minutes after thread completion)

• Control survey frequency to avoid over-surveying customers

Getting started

Configure your surveys in Settings → Customer survey.

1. Go to Settings → Customer survey

2. Click New customer survey

3. Choose your settings – message, delay, targeting, frequency

4. Save and go live

Best practices

• Start small – Launch one general survey before adding segment-specific versions

• Review regularly – Use CSAT reporting to spot patterns and follow up on feedback

• Be respectful – Use the “Time between surveys” setting to avoid survey fatigue