Client Satisfaction Survey
Client Satisfaction Survey (CSAT) — Internal Training
Zoho case closure • Feedback quality • Teamflect performance evidence
What CSAT is (and why it matters for Teamflect)
CSAT is the post-case-closure satisfaction survey. It is triggered when a case is closed and helps us measure client experience, communication quality, and closure discipline. We use this feedback to support coaching and performance trends in Teamflect.
By the end of this lesson, you will know
- Exactly what triggers CSAT
- How CSAT supports Teamflect performance goals
- How CSAT differs from Zoho Desk Happiness Rating
- The closure checklist that keeps CSAT data clean
Lesson audio
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Lesson links (course components)
Open this in a new tab if needed, then return and complete the mini check below.
- Goal evidence: CSAT + Zoho Desk Happiness Rating support “positive client experience” trends.
- Discipline evidence: “Professional case closure” must be consistent, otherwise CSAT triggers late or not at all.
- Fairness: we interpret feedback with context + process adherence.
Lesson content (study these sections)
Open each section. Keep the focus on: trigger logic, closure quality, and how we interpret feedback.
1) What the CSAT survey is (and when it triggers)
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The Client Satisfaction Survey (CSAT) is an automated feedback request sent to the client after a case is closed. The survey asks the client to rate the service they received and may allow comments for improvement.
- Work is completed and the client has received the deliverable/result.
- Case status is changed to “Closed” (this is the trigger point).
- Survey is sent shortly after closure (channel depends on the setup).
- Feedback is recorded for performance evidence and trend analysis.
2) How CSAT links to Teamflect (what “performance” means here)
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In Teamflect, we measure client experience and service discipline as part of professional delivery. CSAT helps prove (with real feedback) that the client received a complete service and had a positive experience.
- Clarity: the client understands what was done and what happens next.
- Timeliness: updates are given and the case moves forward without delays.
- Professionalism: communication is respectful, complete, and accurate.
- Closure quality: notes + documents are captured before closing.
3) Zoho Desk “Happiness Rating” vs CSAT (we use both)
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We use two feedback signals because they measure different points in the service experience and strengthen insight.
4) The closure checklist (so CSAT data is clean and fair)
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Before closing a case, do this checklist. It protects the client experience and protects you — because it ensures we are measuring the right thing in Teamflect.
- Confirm the outcome: client received the deliverable and understands it.
- Capture clean notes: short summary of what was done and decisions taken.
- Attach evidence: upload/attach supporting documents where required.
- Set next action: if anything is still pending, do not close prematurely.
- Close at the right time: closure must reflect reality.
Mini Check (quick self-test)
Answer and click “Check answers” for instant feedback.
1) What action triggers the CSAT survey?
2) Why do we use both Zoho Desk Happiness Rating and CSAT in Teamflect?