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CSAT Surveys

MailFellow can automatically collect customer satisfaction feedback after resolving email threads. A short survey is sent to the original sender, and their rating appears on your dashboard.

Plan requirement: CSAT Surveys is available on the Business plan and above.

How It Works

  1. A team member resolves an email thread (via the Resolved button or auto-resolve)
  2. MailFellow sends a satisfaction survey email to the original sender
  3. The sender clicks a rating (1-5 stars) in the email
  4. Their score is recorded and reflected on your dashboard

Setting Up CSAT

  1. Go to Settings > Automation
  2. Toggle CSAT Surveys on
  3. Optionally customize the survey email template
  4. Click Save

Once enabled, surveys are sent automatically whenever a thread is resolved. No manual action needed.

The Rating Page

Each survey email contains links for each star rating. When the recipient clicks one:

  • They land on a public rating page (no login required)
  • Their selected score is recorded immediately
  • They see a thank-you confirmation
  • If they already rated, their previous score is shown

Each survey link is unique per thread and cannot be reused for a different thread.

Dashboard Metrics

When CSAT is enabled, two new metrics appear on your dashboard:

  • CSAT Average:the average satisfaction score across all rated threads
  • Total Ratings:the number of survey responses received

Both metrics respect the period filter (today, week, month, all).

CSAT with Auto-Resolve

If you have auto-resolve enabled, MailFellow sends the CSAT survey when threads are automatically closed after a period of inactivity. This means you collect feedback even for threads that are resolved without manual intervention.