> ## Documentation Index
> Fetch the complete documentation index at: https://www.plain.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer surveys (CSAT)

> How to set up and manage customer satisfaction surveys in Plain.

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.

## 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.

## Where responses show up

* The thread sidebar, alongside the rest of the conversation.

* Insights > Reporting > CSAT, for aggregate trends and filtering by rating.

## 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)

## 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](mailto:sales@plain.com) to upgrade.