# Collect customer feedback Section: Tidio Features Description: Ask customers to rate their chats and tickets with the automated satisfaction survey or a flow, and check the results in Analytics. Verified against Tidio panel 12.304.0 Last updated: 2026-11-06 Source: https://help.tidio.com/articles/collect-customer-feedback/ Customer feedback is crucial for improving your products or services. After all, you intend to sell something to other people. However, providing excellent services, products, and experiences is a never-ending commitment. To ensure you're on the right track, **you must be up-to-date with your customers' expectations**. You should also be aware of how they perceive your goods, services, or customer care. **In this article, you'll learn:** - [How customer satisfaction rating works]() - [How to enable the survey (for agent chats, Lyro, and tickets)]() - [How to check the results]() - [How to collect feedback through flows ]() - [Why you should collect feedback]() ## Customer satisfaction rating The **Customer satisfaction** tool allows you to ask your visitors for a rating on a scale comprised of five options (emojis). This is possible for both live chat conversations and tickets. Whenever an agent closes a conversation or solves a ticket, the customer will be automatically asked for a rating and comment on their experience. The survey is also sent after Lyro solves a conversation (or ticket). For live chat rating, the survey is shown immediately; for tickets, you can decide about the amount of time after which the survey will be sent. Of course, you can modify all the default texts for each survey. You can later check the effectiveness and satisfaction rate in the **Analytics** section, which you can learn more about [here](). 💡 **Please note:** the automated satisfaction survey is available on the **Growth** plan and above (see [Which upgrades do I need?]()). On a lower plan, switching on any of the survey options opens the upgrade window instead. 💡 **Please note**: the satisfaction survey for live conversations is only available for chats that took place** inside the Tidio widget**; the survey will **not** work for 3rd-party integrations like Messenger, Instagram, or WhatsApp. ## Enabling the satisfaction survey (live chat and tickets) To collect your customers' feedback after each closed conversation or ticket, head to the **Settings \> Customer satisfaction** section: ![The Settings sidebar has "Customer satisfaction" selected.]() ... and enable the rating you want by switching on the toggle (each available in its own tab - **Live conversations** or **Tickets**). On the **Live conversations** tab, you'll find **Send survey for conversations handled by agent** and **Send survey for conversations handled by Lyro**; on the **Tickets** tab, **Send survey for tickets handled by agent** and **Send survey for tickets handled by Lyro**: ![Settings \> Customer satisfaction on the Live conversations tab: the description, the Send survey for conversations handled by agent and Send survey for conversations handled by Lyro switches both on, the Message about rating and Additional comment fields, and the widget preview with the five rating emojis on the right]() Note that you can separately decide if the satisfaction survey is triggered when a live agent closes the conversation, or when **Lyro** (the AI agent) closes it. You can select either of the options or both at the same time (or none, of course). **Please note**: if a live chat is solved by Lyro, but the visitor doesn't complete the satisfaction survey shown directly in the widget, they will also be asked to leave a rating via email 24 hours later. Now, you'll be able to adjust the **Message about rating** that will be visible above the rating options and the **Additional comment** text visible above the comment field. Don't forget to hit **Save**. ![Two chat widget examples show the rating message with five emoji options, followed by a selected rating and a field for additional feedback.]() The rating tool for **tickets** is separate, and has some other options that you can adjust as well - like the **Trigger time** (**Immediately when ticket is solved**, or 2, 4 or 8 hours, 1, 3 or 7 days after the ticket is solved) and particular sections of the email itself (**E-mail intro**, **Message about rating**, **E-mail outro** and **Additional comment**): ![Settings \> Customer satisfaction on the Tickets tab: the Send survey for tickets handled by agent and Send survey for tickets handled by Lyro switches both on, Trigger time set to "8 hours after ticket is solved", the E-mail intro, Message about rating, E-mail outro and Additional comment fields, and the email preview on the right]() Here's an example of what such a satisfaction survey email may look like on the customer's end: ![A satisfaction survey email asks "How would you rate the support you received?" and offers five emoji ratings.]() If the customer clicks on one of the ratings in the email, they will be taken to a separate landing page, where they will have the option to leave an additional comment: ![The satisfaction survey page shows a selected emoji rating, an optional field asking for the main reason for the score, and a Submit button.]() ## Checking the survey results The results from the customer satisfaction rating can be viewed inside the chat conversation (or ticket) - in the **visitor's details** section on the right (or in the **Analytics** section). ![The conversation's highlighted "SATISFACTION SURVEY" section shows a good rating and the comment "Problem solved, all good", also recorded in the chat history.]() In the **Analytics** section, you can check the ratings in their respective tabs: **Human support** or **AI support**. You will see specific numbers as well as charts for a selected time period. You also get the option to see all rated conversations in a list, sorted by rating. These options are available for both live conversations and tickets - in **AI support**, you'll find Lyro's satisfaction rate for chats and for emails. **AI support** is available on every plan. **Human support** is part of advanced analytics, available on the **Growth** plan and above. ![The satisfaction analytics chart shows an average rating of 4.5 out of 5 beside a rated conversations list and the selected conversation preview.]() You can also find the average live chat (or ticket) rating for each agent in the **Human support \> Agents performance** tab of the Analytics section. You can learn more about the **Analytics** section [in this dedicated guide](). ## Collecting feedback through Flows Flows are one of the many tools that you can use to collect feedback and other customer insights. With the [trigger]() **Agent marks conversation as solved**, your flows will automatically activate to request and collect the feedback you need. This trigger activates your flow when your agent ends the chat with a customer (by using the **Solve** option). 💡 If more than one chat agent joins the chat, they all need to leave the conversation for the flow to activate. This trigger works on any platform that you use to access the Tidio app (desktop, web, mobile). Please note that a flow like this and the automated survey can both run when a conversation is solved. If you already have an active flow with this trigger, the **Live conversations** tab of **Settings \> Customer satisfaction** shows a warning: **You already have a Flow that activates after the agent solves the conversation.** - use the **See Flows** link to review it, so your customers aren't asked for feedback twice. ![A feedback flow connects "Agent marks conversation as solved" to "Ask a question", then follows the Success path to "Send a chat message".]() In the example above, the trigger makes the flow send a chat message to the customer who has just ended a chat with a live chat agent. Each time the conversation has ended, you can: - ask for feedback - ask for a review - surprise your client\! Similar to other triggers, you can set the limitations of the **Agent marks conversation as solved **trigger**.** Click on the trigger to access its settings and select how often you want the flow to activate: ![The solved-conversation trigger's "Trigger limitation" menu offers once per 24 hours, once for a unique visitor, or unlimited, with once per unique visitor selected.]() The core structure of the flow you have used to collect feedback previously remains unchanged. You can connect the **Agent marks conversation as solved** trigger to any action or condition you believe will work best for you and your customers. Here's an example of how you can use it: ![The chat widget follows a completed support exchange with "How satisfied are you with the help you received today?" and three emoji reply buttons.]() Below, you'll find a template for this flow. ![A feedback flow starts when an agent marks a conversation as solved, sends a message, branches on three quick replies, adds tags, and sends follow-up messages.]() In this case, the flow sends a message followed by the **Decision** action. The reply the customer selects results in them being [tagged](). Later on, you could send collected information (tags) via **Zapier **to the app of your choice (e.g. Google Sheets) that will allow you to organize and analyze all the feedback you get. You can read more about such an option [in our article about Zapier](). 💡 The template for this flow is available for free in your **Flows** section. You should find it under the name **Measure Customer Satisfaction**, although the available templates might vary depending on the industry you've chosen for your Tidio account. ### ## Why collect feedback? The benefit of collecting user feedback is two-fold. First, it makes your **feedback collection more efficient**. When you finish helping one customer, you are free to move on to pick up another pending chat. The flow will remember to ask the customer for a review for you. Second, customer satisfaction is a crucial differentiator between strong and poor brands. It has become an essential** element of business strategy**. In order to measure (and improve) your customer satisfaction, you need feedback. The more data you collect, the richer your metrics will become. They will help you gain and retain more satisfied customers and accelerate the growth of your business. There are different satisfaction metrics that aim to measure customer satisfaction. The most popular ones are: #### NPS (Net Promoter Score) Net Promoter Score asks customers how likely they are to recommend a given company to other people (i.e. their friends, family, etc.). This allows you to measure the level of the emotional attachment of your customers to your brand. This, in turn, will show you whether your customers' loyalty is strong enough to become your repeated clients or not. #### CSAT (Customer Satisfaction Score) Customer Satisfaction Score's real-time responses focus on how well businesses manage to meet (or exceed) their customers' expectations. CSAT metric is very useful in managing and monitoring the business' performance. High CSAT is often set as one of the main KPIs (Key Performance Indicators) within a company. #### CES (Customer Effort Score) Customer Effort Score allows you to measure how easy it was for a customer to complete an individual action (e.g. ordering a product online, solving a problem using your product or service, etc.). It helps companies identify and overcome important issues that discourage further interactions with their websites or online stores. If you want to learn more about these metrics, please visit our [step-by-step guide on how to measure customer satisfaction](). ## Further reading - [The Analytics section]() - [Flow editor: Triggers]() - [Which upgrades do I need?]()