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Customer Surveys let you collect satisfaction ratings at the end of support threads. Use them to track sentiment over time and catch recurring issues early.

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How it works

When a thread moves to Done, Plain schedules a short survey asking the customer to rate their experience: Positive, Neutral, or Negative. There’s also an optional comment field. Surveys go out across all channels (Slack, Discord, email, and chat), so customers get them in the same place they had the conversation. If a thread’s status changes before the survey is sent, the scheduled send is canceled. Plain only sends the survey after the thread’s most recent transition to Done.

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Where responses show up

  • The thread sidebar, alongside the rest of the conversation.
  • Insights > Reporting > CSAT, for aggregate trends and filtering by rating.

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Setting up a survey

Go to Settings > Customer survey and click New customer survey. For each survey you can configure:
  • The message text
  • A send delay (for example, 15 minutes after a thread is marked Done)
  • Targeting rules (which customers or tiers receive it)
  • A frequency limit (how frequently any one customer can be surveyed)

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Best practices

Start with one general survey before adding segment-specific ones. Check the CSAT reporting view regularly to spot patterns, and set the frequency limit to avoid the same customer getting a survey after every thread. Customer Surveys are available on Horizon and Frontier tiers. Contact sales@plain.com to upgrade.