Customer satisfaction (CSAT) survey
Many customer satisfaction survey tools collect a score and stop there. Dialpad can automatically send CSAT surveys after every interaction, capture both quantitative ratings and open-ended responses, and connect that feedback directly to agent performance data so you can act on it.
What is a CSAT survey?
A CSAT survey (customer satisfaction survey) is a short, post-interaction questionnaire that asks customers to rate their experience, typically on a numeric or emoji scale. The resulting score, called a CSAT score, gives contact center teams a direct read on how customers feel after speaking with an agent.
CSAT surveys are one of the most widely used metrics in customer experience alongside NPS (Net Promoter Score) and CES (Customer Effort Score). Where NPS measures long-term loyalty and CES measures ease of resolution, CSAT captures the immediate sentiment from a single interaction, making it especially valuable for contact centers that need to measure customer satisfaction at the interaction level.
What makes a CSAT survey actually useful?
A score in isolation doesn't tell you much. The signal becomes actionable when it's:
Captured immediately after the interaction, before a customer's impression fades or gets colored by other experiences
Paired with qualitative context, because a number tells you satisfaction went down but a verbatim response tells you why
Connected to the agent and the conversation, so you can coach the specific behavior and not just react to the trend
Organized automatically, so managers aren't manually compiling spreadsheets to find patterns
Dialpad's CSAT survey software can handle all four.
Why contact center teams use Dialpad for CSAT surveys
Surveys that go out without any manual work
Dialpad can automatically send CSAT surveys the moment an agent ends a call. There's no follow-up email to schedule, no workflow to configure per campaign, and no gap between the interaction and the feedback request. Customers are surveyed while the experience is still fresh, which means higher response rates and more accurate data.
Numbers and words, not just a rating
A CSAT score tells you a customer was dissatisfied. A customer's own words tell you whether it was a long hold time, a confusing answer, or a billing issue they've raised before. Dialpad CSAT surveys can capture both a numeric rating and an open-ended response, so managers get the full picture of each interaction, not just a number to trend.
See performance by agent, team, or time period
Dialpad's analytics organize CSAT data by agent, team, and date range automatically. The agent leaderboard lets you quickly separate high performers from those who need support, without digging through exports or building custom reports. When satisfaction scores dip, you'll have the visibility needed to improve CSAT scores at the agent and team level.
Context that makes coaching specific
Because Dialpad can capture and transcribe every call, CSAT feedback doesn't exist in isolation. Managers can link a low score back to the actual conversation, reviewing what was said, how it was said, and where things went off track. That connection between the feedback signal and the conversation record makes coaching direct and specific rather than general and reactive.
All your communications in one place
Dialpad isn't just a CSAT survey tool. It's a full AI platform for customer experience. Phone calls, video calls, and external customer communication channels live in one place, under one login. Your agents get a single interface for every interaction, and your managers get a single source of truth for performance data across all of them.
Comprehensive CSAT insights
One of the biggest challenges with post-call surveys is response rate. Many customers don't fill them out. Dialpad's AI CSAT feature solves for this by predicting customer satisfaction directly from the conversation, generating a predictive CSAT score even when a customer doesn't complete the survey. You get a satisfaction signal on every interaction, not just the ones where customers happened to respond.
Custom call routing
Getting CSAT right starts before the survey. It starts with whether the customer reached the right person. Dialpad's advanced call routing is fully customizable, so you can build routing logic that gets callers to the right agent or department as efficiently as possible. Fewer transfers and shorter time to resolution show up directly in satisfaction scores.
Live transcription
Dialpad AI transcribes every call in real time and it doesn't stop at a text record. Live sentiment analysis runs alongside transcription, giving supervisors an at-a-glance view of how calls are progressing. When a conversation starts going off track, supervisors can see it and step in to support an agent before a poor experience becomes a low CSAT score.
In-queue callback
Hold time is one of the most consistent drivers of poor CSAT scores. Dialpad's in-queue callback lets customers request a return call without losing their place in line, so they're not stuck waiting on hold. It's a straightforward operational feature with a measurable effect on how customers feel about the experience.
Real-time agent assist
Dialpad AI gives supervisors a way to support agents mid-call without interrupting the conversation. AI Live Coach Cards surface automatically on an agent's screen when specific topics come up. Set a card to trigger when "onboarding" or "billing" is mentioned and agents get the right information exactly when they need it. Fewer wrong answers and less dead air both contribute to better CSAT outcomes.
Integrations with your favorite tools
Dialpad connects with the CRMs and SaaS tools your team already uses, including HubSpot, Salesforce, and Google Workspace. CSAT data and conversation insights can flow directly into your existing workflows rather than living in a separate platform. And if you need a custom integration, Dialpad's open API makes that possible too.
See how Dialpad handles CSAT surveys end to end
From automatic post-call delivery to agent-level analytics and AI-powered conversation insights, Dialpad's CSAT survey software is built to close the loop between customer feedback and team performance.
Frequently asked questions
CSAT survey software automates the collection, scoring, and analysis of customer satisfaction surveys. Rather than manually sending feedback requests after each customer interaction, CSAT software triggers surveys automatically, then organizes responses into scores, trends, and agent-level breakdowns that teams can act on. Platforms like Dialpad build this directly into the contact center workflow, so survey data is connected to the conversation and agent data rather than living in a separate tool.
Dialpad sends CSAT surveys automatically at the end of each call. There's no manual configuration required per interaction. Surveys go out as part of the standard post-call workflow, customers receive them immediately after the call ends, and responses feed directly into Dialpad's analytics dashboard.
CSAT (customer satisfaction score) measures how satisfied a customer was with a specific interaction. NPS (Net Promoter Score) measures overall brand loyalty and likelihood to recommend. CES (Customer Effort Score) measures how easy it was for a customer to get their issue resolved. Contact centers most commonly use CSAT for interaction-level feedback because it captures immediate sentiment right after an agent call.
Yes. In addition to a numeric CSAT rating, Dialpad surveys can include an open-ended response field where customers can explain their score in their own words. Those responses are transcribed and connected to the interaction record, giving managers both the score and the context behind it.
In Dialpad, CSAT scores are connected to individual agents and their corresponding call records. When a manager sees a low score, they can access the transcript and AI-generated call summary for that interaction to understand what happened. This makes coaching conversations specific, based on what was actually said in that call, rather than general feedback tied only to a score.
CSAT scores are typically expressed as a percentage of respondents who rated their experience positively (usually a 4 or 5 on a 5-point scale). Benchmarks vary by industry, but contact centers generally aim for CSAT scores above 75-80%. Dialpad's analytics make it easy to track your score over time and compare performance across teams, and for a deeper look at how to move that number, the customer satisfaction best practices guide covers the most effective approaches for contact center teams.