Customer Satisfaction (CSAT)

Know how your customers feel about your support. Scitor automatically sends a simple satisfaction survey after tickets are resolved — customers rate their experience, and you get measurable data to track support quality over time.

Pro feature — CSAT surveys require a Pro plan.

How it works

1. Ticket is closed — when an issue is closed, Scitor checks the CSAT configuration
2. Delay period — a configurable delay (default: 1 hour) gives the team time to reopen if needed
3. Survey sent — an email with rating buttons is sent to the original customer
4. Customer rates — clicking a rating records the score and posts a comment on the issue
5. Report included — CSAT metrics appear in /generate-report output

Configuration

Add a csat section to your .github/scitor.yaml:

csat:
  enabled: true
  delay: 1h              # Wait before sending survey (default: 1h)
  exclude_labels:        # Don't survey these ticket types
    - "spam"
    - "duplicate"
    - "internal"

Configuration options

Survey types

Scitor supports four survey variants. Pick the one that best matches the metric you care about by setting type: in your csat config.

csat — Customer Satisfaction (1-5 stars, default)

Classic 1-5 star rating. Customers click one of: ⭐ Bad, ⭐⭐ Poor, ⭐⭐⭐ OK, ⭐⭐⭐⭐ Good, ⭐⭐⭐⭐⭐ Excellent.

csat:
  enabled: true
  type: csat

How was your support experience?

⭐ Bad · ⭐⭐ Poor · ⭐⭐⭐ OK · ⭐⭐⭐⭐ Good · ⭐⭐⭐⭐⭐ Excellent

The report shows the average rating (e.g. 4.3 / 5) and the distribution across the five buckets.

nps — Net Promoter Score (0-10)

The industry-standard “would you recommend us?” question, scored 0 (not at all) to 10 (extremely likely).

csat:
  enabled: true
  type: nps

How likely are you to recommend us to a friend or colleague?

[0] [1] [2] [3] [4] [5] [6] [7] [8] [9] [10]

0 — Not at all likely · 10 — Extremely likely

Responses are bucketed:

• Promoters (9-10) — loyal enthusiasts
• Passives (7-8) — satisfied but not enthusiastic
• Detractors (0-6) — unhappy customers

The NPS Score is % Promoters − % Detractors, expressed as a number from −100 to +100. Anything above 0 means more promoters than detractors; above +50 is excellent.

thumbs — Thumbs up / Thumbs down

Single-question yes/no satisfaction check — fastest to answer.

csat:
  enabled: true
  type: thumbs

Was your issue resolved satisfactorily?

👍 Yes — 👎 No

The report shows the percentage of positive responses.

ces — Customer Effort Score (1-7)

Measures how easy it was for a customer to get help, on a 1-7 scale anchored at “Very difficult” — “Neutral” — “Very easy”. Lower effort generally correlates with higher loyalty.

csat:
  enabled: true
  type: ces

How easy was it to get help?

[1 Very difficult] [2] [3] [4 Neutral] [5] [6] [7 Very easy]

The report shows the average CES (e.g. 5.8 / 7) and the distribution.

Survey email

Customers receive an email like:

How was your support experience?

Your support request “Help with login” has been resolved.

⭐ Bad · ⭐⭐ Poor · ⭐⭐⭐ OK · ⭐⭐⭐⭐ Good · ⭐⭐⭐⭐⭐ Excellent

Clicking a rating opens a page where they can optionally leave a comment.

Commands

/csat — View CSAT summary

Shows all-time and last-30-day CSAT metrics including:

• Total surveys sent and responses received
• Response rate percentage
• Average rating
• Rating distribution

/csat skip — Skip survey for this ticket

Use this on any ticket to prevent a survey from being sent when it’s closed. Useful for internal tickets, test issues, or situations where a survey would be inappropriate.

Reliable by design

• One survey per ticket — duplicate surveys are prevented automatically
• Secure links — each survey has a unique cryptographic token
• 30-day expiry — survey links expire after 30 days
• One rating per survey — ratings can only be submitted once

Report integration

CSAT metrics are automatically included in /generate-report output:

📊 Customer Satisfaction (CSAT)

| Metric | Value |
|--------|-------|
| Surveys sent | 25 |
| Responses received | 18 |
| Response rate | 72% |
| Average rating | 4.2 / 5 |

⭐⭐⭐⭐⭐ Excellent: 10
⭐⭐⭐⭐ Good: 5
⭐⭐⭐ OK: 2
⭐⭐ Poor: 1

Lifecycle

GitHub comment

When a customer submits a rating, a comment is posted on the issue:

📊 Customer Satisfaction Survey

Rating: ⭐⭐⭐⭐⭐ Excellent Comment: Great support, resolved quickly!