A post-chat survey in Zoho SalesIQ is a feedback form automatically presented to visitors after their chat session concludes. It typically asks for a satisfaction rating (stars or emoji scale) and an optional open-text comment. Survey responses are attached to the chat record and aggregated in operator performance reports.<\/p>\n
Post-chat survey ratings directly measure Customer Satisfaction (CSAT) for your chat channel. Tracking CSAT over time reveals trends in service quality. Filtering CSAT scores by operator, department, or time period identifies where improvements are needed.<\/p>\n
Post-chat survey response rates are typically 15-30%. Increase response rate by keeping the survey short (one required rating question, one optional text field), displaying it immediately after the chat ends, and ensuring the chat left the visitor with their issue resolved \u2014 satisfied customers are more likely to rate.<\/p>\n
Limit the survey to 1-2 questions: a satisfaction rating (CSAT scale) and an optional open text field for comments. Response rates drop sharply beyond 2-3 questions. The rating question alone gives you the quantitative trend data you need for monitoring, while the optional comment field captures qualitative feedback from engaged visitors who want to share more.<\/p>\n<\/div>\n
Survey results are attached to each conversation record and aggregated in the Chat Report and Operator Performance Report. CSAT scores can be filtered and sorted to identify low-rated sessions for review. The data is also exportable for analysis in Zoho Analytics or external BI tools.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"
A short feedback form shown to website visitors in Zoho SalesIQ after a chat session ends, collecting satisfaction ratings and comments about the experience.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Post-Chat Survey | Zoho Glossary | Aaxonix","seo_description":"A short feedback form shown to website visitors in Zoho SalesIQ after a chat session ends, collecting satisfaction ratings and comments about the experienc","seo_keyword":"post-chat survey zoho salesiq","seo_faqs":"[{\"q\": \"How should the Post-Chat Survey in Zoho SalesIQ be kept short to maximise completion rates?\", \"a\": \"Limit the survey to 1-2 questions: a satisfaction rating (CSAT scale) and an optional open text field for comments. Response rates drop sharply beyond 2-3 questions. The rating question alone gives you the quantitative trend data you need for monitoring, while the optional comment field captures qualitative feedback from engaged visitors who want to share more.\"}, {\"q\": \"Where do Post-Chat Survey results appear in Zoho SalesIQ?\", \"a\": \"Survey results are attached to each conversation record and aggregated in the Chat Report and Operator Performance Report. CSAT scores can be filtered and sorted to identify low-rated sessions for review. The data is also exportable for analysis in Zoho Analytics or external BI tools.\"}]","term_type":"","glossary_related":"","glossary_links":""},"glossary_category":[1255],"class_list":["post-5031","glossary","type-glossary","status-publish","hentry","glossary_category-zoho-salesiq"],"_links":{"self":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary\/5031","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/types\/glossary"}],"wp:attachment":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/media?parent=5031"}],"wp:term":[{"taxonomy":"glossary_category","embeddable":true,"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary_category?post=5031"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}