Play and Learn: CSAT
Play & Learn — CSAT Survey (Practical)
Practice what to do before and after closing a case so clients complete the survey and your CSAT improves.
Target: Average CSAT ≥ 70%
Your practical CSAT routine
This play-and-learn is not about definitions — it’s about the actions you take that lead to a completed survey and a strong client experience.
Trigger: survey sends immediately on case closure
Channel: WhatsApp → SMS fallback
Linked to you: employee + case # + FSP name
Before you close the case
Do these 4 things every time (no exceptions):
- Confirm the client number in Zoho Contacts is correct (this is where WhatsApp/SMS is sent).
- Tell the client a 1-minute survey will arrive after closure.
- Set expectation: “Please complete it — it helps us improve.”
- Close cleanly: closure should be professional, not rushed.
Rule: If the number is wrong, your service cannot be measured and the client will not get the survey.
After you close the case
Own the response. Don’t “hope” clients will respond.
- If the client hasn’t responded, they must be reminded to complete the survey.
- Follow up professionally (short, polite, helpful).
- Learn from feedback — comments help you improve future service.
Common failure: Closing the case and disappearing. That kills survey response rate and CSAT.
Practical Scenario Simulator
Choose what you would do. You’ll get feedback and your CSAT score will change.
Progress: 0/6
Click “Start” to begin
You’ll handle a real-world case closure situation, where the survey must reach the client and be completed.
Tip: after selecting an action, read the feedback, then click Next.