Customer Satisfaction Survey Software

Know how customers feel.
After every request.

Built-in CSAT, loyalty, and thumbs up/down surveys. Create a survey once, automate the delivery, and track sentiment right alongside your tickets. No third-party survey tools required.

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Three ways to measure

Pick the scoring type that fits each survey. Mix and match across mailboxes and teams.

F-01

CSAT

A 1–5 satisfaction scale. Perfect for post-resolution feedback on individual requests.

F-02

Customer Loyalty

A 0–10 scale for measuring long-term loyalty, grouped into detractors, passives, and promoters.

F-03

Thumbs Up / Down

The simplest option. A quick yes or no answer when all you need is a clear signal.

Survey Builder

Build a survey in minutes

Surveys live right in the admin area. Give your survey a name, enter a question, and choose how customers respond. No exports, no embeds, no separate accounts to manage.

Name your survey and write the question
Pick from three scoring types
Optionally show a comment box
Control all of the survey branding
See every survey, its scoring type, and response counts at a glance

Create Survey

Admin › Surveys

Survey Name

Post-Resolution CSAT

Question

How satisfied were you with the support you received?

Scoring Type

CSAT

1–5 scale

Loyalty

0–10 scale

Thumbs

Up / Down

Show comment box

Create Survey

Request #4521 closed

Cannot access dashboard · J. Anderson

Solved

2 days later · automation rule fires

HOW DID WE DO? via support@acme.com

How satisfied were you with the support you received?

1 2 3 4 5

Automated Delivery

Set it up once. Surveys send themselves.

After you save a survey, HelpSpot offers to wire up delivery for you. Accept, and an automation rule emails the survey to customers a couple of days after their request closes. Every condition is yours to adjust.

One-click setup creates the automation rule for you
Fine-tune the conditions, categories, and criteria
Choose which mailbox surveys are sent from
Send via triggers or embed surveys in email templates
Surveys are delivered with a simple email tag

Survey Responses

Every response. Full context.

Each result lands in the Survey Responses report, linked back to the request and the agent who handled it. Drill into individual answers, narrow with filters, or export the whole set.

Date, originating request, customer, and agent for every response
Scores and comments side by side
Filter to the exact responses you want to see
Export results as a CSV right from the report

Request

Customer

Score

Comment

#4521

J. Anderson

“Fast and friendly. Thank you!”

#4498

M. Chen

—

#4476

R. Lopez

“Took too long to hear back.”

#4450

S. Park

“Solved on the first reply.”

Survey: CSAT Last 30 days

Export CSV

Survey Trends Customer Loyalty

+46

Loyalty Score

342

Responses

198 / 96 / 48

Pro / Pas / Det

Jul Aug Sep Oct Nov Dec

Survey Trends

Watch sentiment move

The Survey Trends report shows how scores shift over time as feedback comes in. Spot a dip after a process change, or prove the new onboarding flow is working. It is reporting built for sentiment.

Score changes over time with configurable grouping
Overall score, total responses, and bucket counts at the top
Detractors, passives, and promoters for loyalty surveys
Switch surveys and the report updates instantly

Filters & Automation

Turn feedback into action

Survey results work everywhere in HelpSpot. Build a filter that shows every dissatisfied customer with their feedback inline. Or create an automation rule that escalates low scores to a manager the moment they arrive.

Filter requests by survey score
Match on whether a response or comment exists
Read customer feedback right inside your filters
Route or escalate automatically based on scores

Filter Conditions

Survey Score IS Dissatisfied

AND

Survey Comment HAS A response

#4476 · Password reset delay

“Took too long to hear back.”

#4433 · Billing question

“Had to explain my issue twice.”

12 matching requests Save Filter

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Every detail
covered.

The small things that make built-in surveys trustworthy and easy to live with.

Signed survey links

Every response link is cryptographically signed, so scores cannot be spoofed or stuffed. The numbers you report are the numbers customers actually gave you.

CSV export

Pull any set of responses into a spreadsheet or BI tool straight from the report.

Optional comments

Customers can leave a note alongside their score on a clean response page. The why behind the number.

Your branding

Control the look of every survey so the experience feels like you, not your help desk vendor.

Deliver your way

The default automation works out of the box, but surveys go anywhere email goes.

Automation rule after close

Sent from a trigger

Embedded in email templates

Built for Scale

HelpSpot has been refined for over 20 years under extreme conditions. Example stats from a longtime customer:

10M+

Tickets

50M+

Emails Processed

500+

Mailboxes

50+

Portals

Battle-Tested Infrastructure

Trusted by the United States Space Force, Northrop Grumman, and the University of Michigan for mission-critical support.

Deploy Your Way

Same price, same features. Choose the deployment that works for you.

Same powerful features and pricing across all hosting options.

US Cloud

Cloud

US-East Region

Dedicated AWS infrastructure with 99.9% uptime. Managed updates and automated backups.

EU Cloud

Cloud

Frankfurt Region

GDPR-compliant hosting. Full data sovereignty with all information isolated within the EU.

Self-Hosted

Enterprise

On-Premise Infrastructure

Complete control on your own hardware. Ideal for air-gapped networks or strict compliance.

Maximum Control & Data Residency

Common questions

Everything you need to know about HelpSpot's built-in satisfaction surveys.

Three scoring types: CSAT (a 1–5 satisfaction scale, great for post-resolution feedback), Customer Loyalty (a 0–10 scale grouped into detractors, passives, and promoters for measuring long-term loyalty), and a simple thumbs up / thumbs down. Every survey can optionally include a comment box.

No. Surveys are built into HelpSpot, so you create, deliver, and report on them without connecting anything else. Like everything in HelpSpot, surveys are included in the standard price. No add-ons, no feature tiers.

When you create a survey, HelpSpot offers to set up delivery for you: an automation rule that emails the survey a couple of days after a request is closed. You control the conditions, categories, criteria, and which mailbox it sends from. You can also send surveys from triggers or embed them directly in email templates.

Yes. The delivery automation rule supports the full set of HelpSpot conditions, so you can limit surveys to specific categories, mailboxes, or criteria, and skip the cases where a survey would not be appropriate.

No. Every response link is signed, so a score can only be recorded through the legitimate link sent to that customer. Tampered or fabricated links are rejected.

Two reports are built in. Survey Responses shows every individual response with the date, originating request, customer, agent, score, and comment, with filters and CSV export. Survey Trends shows how scores change over time, with summary cards for your overall score, response counts, and bucket breakdowns.

Yes. Filters and automation rules can match on the survey score, whether a response exists, and whether a comment was left. Build a filter of dissatisfied customers with their feedback inline, or automatically escalate low scores to a manager.

Yes. You control the survey name, question wording, whether a comment box appears, and all of the branding, so the survey matches your organization rather than your help desk vendor. See the survey documentation for the full set of options.

Explore Core Features

INSTANT SETUP