Freshdesk Customer Satisfaction Surveys

Take customer success to the next level with trigger CSAT, CES & NPS surveys through Freshdesk and sync customer feedback and ticket info for further analysis and reporting in Zonka Feedback

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10 million+ Surveys | 2,000+ Businesses | 30+ Countries | 6 Continents | 39 Languages

Build Engaging Surveys
Measure NPS, CES, CSAT
Collect via Offline, Email, SMS, Web
CX Automation & Integrations
Close the Feedback Loop
Actionable Reports & Insights

Omni-Channel Experience Management Platform

Helping growing companies design and implement delightful experiences at lightening speed

Surveys & Feedback
Forms

Capture feedback and collect data with customized Surveys & Feedback Forms.

Offline Surveys &
Kiosks

Run surveys on iOS and Android Devices. Get feedback without WiFi, on the go.

Net Promoter
Score

Measure and Improve Customer Loyalty with NPS Surveys. Get NPS insights & drive growth.

Customer Satisfaction
Surveys

Track Customer Experience and Satisfaction with CSAT Surveys. Improve Customer Experiences.

Customer Service
Feedback

Get Customer Service and Agent Feedback with Customer Effort Score (CES) Surveys.

Website
Feedback

Capture Website Experience Feedback using Popups, Feedback Button, Embed, Links.

Product
Feedback

Run Product Experience Surveys to know user feedback and satisfaction with your product.

Employee
Experience

Improve Employee Engagement with regular Employee Experience Surveys, eNPS.

Measure Helpfulness of Your Customer Support at Various Touchpoints

Understand the customer’s pulse and their experience with your customer support teams at multiple points-of-contact using embedded survey triggers.

Trigger Surveys into Email and Signature

Trigger Surveys into Email and Signatures

Embed surveys into your Freshdesk email and signatures while interacting with the customers to capture their experience in real-time

Trigger Post-Resolution Surveys

Send event-based surveys in a separate email to customers based on if a ticket is resolved, updated or escalated.

Practical CX Solution

Choose your Rating Scale to Measure Customer Experience

Choose how your customers rate their experience with rating scales and smiley Surveys to measure CES, CSAT and NPS. Get answers to crucial questions like the overall perceived efforts of customers to get the query resolved, their satisfaction with the agent interaction, and how likely they are to promote your business.

Net Promoter Score®

Measure Customer Loyalty with a simple NPS question "On a scale of 0-10, how likely are you to recommend this company to your friends and family?"

Measure Customer Loyalty
Ask follow up questions
Prevent & Reduce Churn
Boost Referrals with Promoters
Drive retention & growth with NPS

Learn about Net Promoter Score

Customer Effort Score

Know how was customers' experience and effort in getting their query resolved while interacting with your customer support team with the CES question.

Measure Customer’s Perceived Effort
Track Customer Support Team performance
Ideal for post service & transaction
Reduce Customer Effort to prevent Churn

Learn about Customer Effort Score

Customer Satisfaction Score

Know how satisfied and happy your customers are with CSAT Surveys. Choose from smileys, stars, thumbs up, circles, buttons and likert scale to gauge customer experience.

Measure Customer Satisfaction & Happiness
Use it for general relationship Satisfaction and post-transaction
Identify unhappy customers
Close feedback loop to reduce churn

Learn about Customer Satisfaction

Tailor-made Freshdesk Surveys

Customize Freshdesk Surveys based on your needs

Create a personalized survey experience by customizing your Freshdesk surveys - add logic, logos, smiley ratings, and more.

Measure NPS, CSAT, and CES.
Choose from 30+ question types.
Add open-ended questions and comment boxes.
Create logic-based surveys.
Create surveys in multiple languages

Collect Agent Feedback

Analyze Agent Performance using feedback-driven actionable insights

Design intuitive workflows and trigger automatic actions based on Survey Responses.

Sync all your agents to Zonka Feedback with a single click.
Monitor agent performance trends over time using survey responses.
Get detailed team-wise performance reports to find areas-of-improvement.
Access leaderboard to view and compare individual ratings of agents and teams.

Increase Ticket Transparency

View Customer Experience in Your Freshdesk Tickets

Give your agents visibility into the customer satisfaction and overall customer experiences from within your tickets.

View Ratings and Score

Add feedback response ratings and scores to your tickets and allow agents to have a quick view of customer experience.
View Full-Responses

Enable your teams to view full survey responses to gain context on open-ended feedback.

Close the Feedback Loop

Take Feedback-Driven Actions to Improve Customer Experience

Set up Negative Feedback Alerts

Get notified whenever a negative response is submitted for faster resolution.
Trigger Survey Reminders

Send reminders and trigger personalized autoresponders based on the feedback and survey ratings.
Master the Art of Follow-ups

Follow up with unsatisfied customers to get context on their challenges or invite Promoters to provide testimonials and reviews on third-party platforms.

Real-time Feedback

View Instant Feedback & Take Action in a Collaborative Response Inbox

With Response Inbox, view responses in real-time. Add tags, notes and tasks to take action.

In-moment Responses

View all feedback and responses in a Collaborative Response Inbox.

Search & Filter Responses

Use Date, Response Choices, Contact Attributes, Variables to filter.

Group & Tag Responses

Add Tags to responses. Flag them or mark them as urgent.

Create Tasks & Actions

Create tasks for the team, take action and close the feedback loop.

Filter by CX Metrics

View CX Scores (NPS, CES, and CSAT) and segment contacts based on metrics-based filters.

Access Ticket Links

For quick accessibility, every response links to the respective Freshdesk Ticket.

Advanced Workflows Builder

Automate Response Management with Workflows

Design intuitive workflows and trigger automatic actions based on Survey Responses.

Design Workflows

With an easy-to-use Workflow Designer, automate repetitive tasks and actions to scale up your CX Program.
Send Result-Based Email Surveys

Set automation rules based on customer feedback and make it easy to follow up with both satisfied and dissatisfied customers.
Alerts, Notifications & Response Actions

View customer feedback as soon as it enters your channels like Slack, Microsoft Teams, etc. Set up Alerts and Notifications for the team, Add Response Tags, Create Tasks and more for new Responses.
Segment Contacts & Trigger Actions

Add Contacts to lists, segment them and trigger more Email and SMS Surveys to customers.

Feedback Analytics

Powerful Out-of-the-Box Reporting in Real-Time

With in-depth feedback reports, make business decisions based on customer data.

View one-click-ready reports like Snapshot, Insights, Trends, and Inbox
Get overtime CX Analytics with Trends Report
Drill Down to actual responses
View Text Analytics for open-ended questions
Filter & Segment your Reports with tags, ratings, etc.
Save & Schedule your Reports

Start building stronger customer relationships today

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Freshdesk Customer Satisfaction Surveys

10 million+ Surveys | 2,000+ Businesses | 30+ Countries | 6 Continents | 39 Languages