Hipcall Knowledgebase / Call Center Settings
How to Activate the CSAT (Customer Satisfaction Survey) Feature in Hipcall
This feature is only available in our Hipcall call center product. Customers using the basic PBX package must upgrade their plan to access the CSAT feature.
Updated
October 07, 2025
Read
2 min
Customer satisfaction survey (CSAT)
The customer satisfaction survey (CSAT) allows you to collect valuable feedback from callers using a 1–5 rating scale. When enabled, callers can activate the survey before connecting to the team by pressing a key, and the survey will start at the end of the call.
Enable CSAT
- In "Settings", under the phone system section, click Teams.
- Click the Action button next to the team where you want to enable CSAT.
- Add an introduction announcement to inform callers about the survey option. For example: "We are transferring you to the sales team. If you would like to participate in a survey at the end of the call, please press 1."
- After adding the announcement, go to the Customer Satisfaction Survey (CSAT) page from the left menu.
- In the "Active?" field, select "Yes" and choose the key you defined in the announcement (e.g., 1).
- Define the "Company satisfaction survey question" and the "Employee satisfaction survey question", then save.
- Caller responses are automatically recorded and can be used to identify areas for improvement and track satisfaction over time.
Access CSAT data
- Go to Communication > Calls.
- Create a new filter.
- Add the team and CSAT score you want to view. You can also see the account’s CSAT score or the user’s CSAT score.
- For example, you can filter calls where a specific user’s CSAT score is lower than 3.
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