Survey Performance

Survey performance connects customer sentiment to the support workflow. Woes supports CSAT and NPS-style survey definitions across configured channels, including live chat and email flows where enabled.

What To Review

View	Question it answers
CSAT	Did the support interaction solve the customer’s problem?
NPS	How likely is the customer to recommend the product or experience?
Channel	Are customers happier in chat, email, Discord, or portal flows?
Agent	Are AI-assisted answers improving or hurting sentiment?
Timing	Are surveys being sent at the right moment?

Improvement Workflow

Review survey results in Analytics.
Read low-score comments and connect them to conversations or issues.
Identify whether the problem is product, docs, routing, or response quality.
Update sources, agent behavior, or operator workflow.
Watch the next survey window for improvement.

Last modified on June 30, 2026