Customer Satisfaction

Customer Satisfaction allows tracking how satisfied customers are with order fulfillment and quickly responding to negative feedback. Customer ratings and comments are linked to a specific completed order and additionally copied to the specified email.

How it works

The variable {csat_link} is inserted into the customer notification template (for example, when moving an order to the "completed" status). When the notification is sent, it is automatically replaced with a unique link to a brief survey for the specific order. After submitting the form:

• the review and rating are saved in the completed order card;
• an email with review information is sent to the email address specified in the block settings.

Configuration parameters

List

• Enabled? — checkbox that activates or deactivates the satisfaction survey functionality.
• Text above the survey form — text at the top of the survey page (explanation of purpose, gratitude, etc.).
• Question to ask the customer to rate the order — main question with rating scale (for example, from 1 to 5).
• Question to ask the customer to leave their review — open question for customer's text comment.
• Text after form submission — message shown to the customer after submitting the rating and review (gratitude, next steps).

Additional settings

List

• Ask customer to share company link on social networks — dropdown list with options Yes / No; when enabled, can encourage loyal customers to publicly mention the company.
• Link to website or company page — URL that will be suggested to open/share for the customer after completing the survey.
• Email address to send customer reviews — address for notifications about new reviews (for example, customer service specialist).
• Text on form submit button — label on the submit button (for example, "Submit Review").

After changing any fields, you need to click "Save Changes" to enable or update the customer satisfaction assessment scenario.