NexlyFlowPopular:
Ask customers to rate your service
4 steps · About 4 minutes
What you will finish with. A one-tap rating after every closed conversation, and a score you can track per agent.
Who this is for. Owners and managers who want to know how support is actually going.
1
Turn it on
Open Settings → Satisfaction survey (CSAT) and tick “Ask for a rating when a conversation is closed”.
2
Word the question
The default asks the customer to reply 5, 3 or 1. Change it to suit your business, but keep it short — long survey messages get ignored.
3
Close conversations as usual
When an agent closes a conversation, the survey goes out automatically. Each conversation is only ever asked once.
4
Read the scores
Go to Analytics → Team & SLA. The Customer satisfaction card shows your average score, how many people answered, and how many rated 1–2 so you can follow up.
The survey is only sent while the 24-hour service window is still open. If the customer went quiet days ago, no survey is sent — reaching them then would need a paid template message.
Reading the numbers honestly
- A handful of answers is not a trend. Wait for a few dozen before drawing conclusions.
- People who had a bad experience answer more often than people who had a fine one, so expect the average to sit below what you might feel it should be.
- The 1–2 count is the useful number. Open those conversations and read what happened.