Surveys
Surveys collect customer feedback after support interactions. Woes supports both CSAT and NPS.
Survey Types
| Type | Score range | Use it for |
|---|
| CSAT | 1 to 5 | Satisfaction with a specific support interaction. |
| NPS | 0 to 10 | Likelihood to recommend the support experience. |
Channels
| Channel | Behavior |
|---|
| Live chat | Renders in the widget after a supported resolution event. |
| In-app | Uses the same widget-style prompt where configured. |
| Email | Sends signed one-click score links to the customer. |
Create a Survey
Open Settings → Surveys
Start from a template or create a new survey.
Choose survey type
Select CSAT or NPS.
Choose channel
Select live chat, in-app, or email.
Write the prompt
Configure the rating question, optional follow-up prompt, and thank-you message.
Choose timing
Configure when the survey should be shown or sent.
Email NPS
Email NPS surveys send signed links for scores 0 through 10. When a customer clicks a link, Woes verifies the token, validates the score, and records the response.
Analytics
Survey responses appear in Analytics → Surveys. The dashboard combines CSAT and NPS while preserving the correct score ranges and summaries.
Use CSAT for per-ticket satisfaction and NPS when you want a broader view of customer sentiment.
