How to Implement CSAT Surveys Using Feedback Listeners in Studio

Customer Satisfaction (CSAT) surveys help you measure user experience and improve your service. With the Feedback node in Studio, you can collect structured feedback at the right moment in your conversation flow.

What Is a CSAT Survey?

CSAT (Customer Satisfaction Score) measures how satisfied a customer is after an interaction. It's typically one simple question:

“How satisfied are you with your experience?”

You can capture this through your chatbot flow using Studio’s Feedback block.

Setting Up a Feedback Node

Step 1: Open Your AI Studio

Go to Flows in Studio and open the scenario where you want to collect feedback (like after a support conversation or purchase).

Step 2: Add the Feedback Node

In the left sidebar under Capture Information, click Feedback.

This adds a Feedback node to your canvas.

Step 3: Connect the Feedback Node

Connect the Feedback node to the step where you want to collect feedback.

When your AI agent reaches this point in the conversation, it will automatically ask the user for feedback.

Example: Collecting Feedback After Support

1. User asks: "Where is my order?"

2. AI agent checks the system and provides the order status

3. User confirms they got the information they needed

4. Add a Feedback node right after this step

The agent will now ask: "How satisfied are you with the support today?"

That's it. Feedback is collected when the issue is resolved.

Where to Find Feedback Data

All collected feedback appears in your Analytics dashboard, where you can track satisfaction scores over time.