--- title: "CSAT survey template for customer support" description: "A post-ticket CSAT survey: an emoji rating, a matrix across four aspects of support, a first-contact resolution check and a comment box." url: https://askyo.ru/en/templates/csat-support lang: en last_modified: 2026-09-27 --- 1. [Home](https://askyo.ru/en) 2. [Survey templates](https://askyo.ru/en/templates) 3. [Feedback](https://askyo.ru/en/templates/category/feedback) 4. CSAT: support ticket rating Template # CSAT: support ticket rating A rating for one interaction rather than the whole company: an emoji scale, a matrix across four aspects of support work and a check on whether the issue was solved first time. - 4 blocks [Open the template in the builder ](https://app.askyo.ru/build)[More on this: Contact form](https://askyo.ru/en/feedback-form) Template ## Who it is for and when to run it Send this survey right after a ticket closes, while the conversation is still fresh. It works for website chat, phone support, email support and field service: anywhere a request has a clear start and end. The results are for the head of support. They show not just whether people were happy but what went wrong: speed, agent knowledge, tone or how complete the fix was. The link usually goes into the agent’s last message or into the automatic «ticket closed» notification. If you want to know how people feel about the company as a whole rather than one conversation, use the [NPS survey template](https://askyo.ru/en/templates/nps-classic) instead. Showcase ## What the template is made of Every block in the order it sits in the builder. Branching decides which of them a given person actually sees. 1. How would you rate our support? [Emoji rating](https://askyo.ru/en/question-types/rating-emoji) The headline rating the survey exists for. Emoji instead of numbers take a second to answer on a phone, and five levels convert easily into a percentage of satisfied customers. 2. Rate individual aspects of your request [Matrix](https://askyo.ru/en/question-types/matrix) The matrix breaks the rating into four causes: response speed, agent expertise, tone and completeness. Each row replaces a separate question, which keeps the survey short. 3. Was your problem solved on first contact? [Yes / No](https://askyo.ru/en/question-types/yes-no) Whether the issue was solved on first contact. It’s a separate measure: people can like a polite agent and still have to write in again. 4. Share the details [Long answer](https://askyo.ru/en/question-types/long-text) An optional comment. This is where specifics turn up: the agent’s name, an order number, exactly what didn’t work. Template ## How to adapt the template 1. Rewrite the matrix rows for your support channel. A phone line benefits from «Time on hold»; field service from «Technician arrived on time». 2. Tie each response to a ticket. The simplest way is a «Ticket number» field or a hidden field passed in the URL (hidden fields unlock on Pro), so a bad score can be looked up and reviewed. 3. Add branching: if someone picks one of the two lowest faces, show «Would you like a manager to contact you?» and a contact field. 4. Don’t add more than two new questions. CSAT works because it takes 20–30 seconds. Template ## How to read the results CSAT is usually reported as the share of satisfied customers: the percentage who picked one of the top two options out of five. Use that method and keep it fixed, otherwise months can’t be compared. Read the matrix row by row. If the overall rating falls and only «Response speed» dropped, the problem is shift workload, not people. If «Tone of the conversation» dropped, look at scripts and training. Track the share of «Yes» on first-contact resolution separately and put it next to the overall score. High satisfaction with low first-contact resolution means customers are patient but the process is slow. Template ## Common mistakes - Sending the survey a week after the ticket. People no longer remember the details and rate the company in general. - Asking only the overall rating with no matrix. The number drops and nobody knows what to fix. - Showing one agent’s scores to the whole team without context. One angry rating in a day isn’t a reason for a review; look at the trend over several weeks. Frequently asked questions ## Questions about the «CSAT: support ticket rating» template What is a CSAT survey and how is it scored? CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction. It’s usually the share of people who chose one of the top two options on a five-point scale. If 160 of 200 respondents gave a 4 or 5, CSAT is 80%. When should you send a customer support satisfaction survey? Right after the ticket is closed: in the last chat message or the closing email. The less time has passed, the more accurately people rate that particular conversation rather than the company overall. How many questions should a CSAT survey have? Three or four. This template has four: an overall rating, a matrix by aspect, a first-contact resolution question and a comment. That’s enough to see the cause of a score, and it takes under a minute to complete. Template ## Similar templates - ### [Feedback form](https://askyo.ru/en/templates/feedback-form) A smart form with branching: the user picks a reason for getting in touch and gets their own set of questions. - ### [NPS: loyalty index](https://askyo.ru/en/templates/nps-classic) The classic Net Promoter Score: one number, the reason behind it, and a contact. - ### [Product review](https://askyo.ru/en/templates/product-feedback) Stars, NPS, fine-grained semantics and room for a longer opinion. ## Where to go next The whole job, not just the template: - [Contact form](https://askyo.ru/en/feedback-form) - [Category «Feedback»](https://askyo.ru/en/templates/category/feedback) - [All templates](https://askyo.ru/en/templates) - [Question types](https://askyo.ru/en/question-types) - [Pricing](https://askyo.ru/en/pricing) ## Do not start from an empty canvas Open the catalog, take the closest template and rewrite the questions for your job. Five minutes instead of an hour. [Open the template in the builder ](https://app.askyo.ru/build)[See pricing](https://askyo.ru/en/pricing)