How to Implement CSAT Surveys Using Feedback Listeners in Studio

Customer Satisfaction (CSAT) surveys are essential to measure user experience and improve your service quality. With feedback listeners in Studio, you can easily collect structured feedback at the right moment in the customer journey.

This guide shows you exactly how to set up a CSAT survey inside your chatbot flow.

What Is a CSAT Survey?

CSAT (Customer Satisfaction Score) measures how happy a customer is after a specific interaction. Usually, it’s just one question:

“How satisfied are you with your experience?”

You can capture this through your chatbot flow using Studio’s Feedback block.

How to Collect Feedback Using Studio

Step 1: Go to the Flow

From the Studio dashboard, click on the Flows tab. Open the scenario where you want to collect feedback—for example, after a payment or support session.

Step 2: Click Listener → Feedback

At the top, select Listener, then click Feedback.

This creates a new Feedback block in your canvas.

Step 3: Connect the Feedback Block

This is the most important step.

Just connect the Feedback block to the previous step in your flow. That’s it.

Once connected, the ai agent will automatically collect the CSAT feedback when it reaches that point in the flow.

Example: After Conversation is Resolved

A user asks, “Where is my order?”

The ai agents checks the system, provides the status, and the user confirms they’re satisfied.

Now, add a Feedback block right after this step.

Add a Message: “How satisfied are you with the support today?” and then the Feedback Node.

That’s it. This captures CSAT when the issue is actually resolved.