Who can use this feature

Available on monday service

Available on Enterprise plan

Customer feedback is essential for improving your service and creating a better customer experience. With monday service, you can collect customer satisfaction (CSAT) data seamlessly using a ready-made survey workflow. Let's dive in!

Get started with the template 

To try out the CSAT workflow, install the “IT Management solution—Enterprise” monday service template from the Template Center. This template includes several powerful boards, but we’ll focus on the CSAT Survey board and its built-in feedback workflow.

Once the template is installed, head to the CSAT Survey board. This board is designed to store all incoming CSAT results—showing you the rating, feedback, and submission date for each response. Feedback is collected through a WorkForm, which appears as a board view:

Customize your survey

To make the survey your own, open the WorkForm view and click "Edit form". You can update the columns, background, description, and layout to match your brand and tone.

Before you move on, open the hidden “Name” question in the form editor, go to “Question settings”, and enable “Prefill value”. Choose “URL parameter” as the source and set the parameter to “Name”. This ensures the survey knows which ticket the feedback belongs to.

Once the form is ready, copy its URL using the “Copy form link” button. Then, expand the board header where you’ll find a message template used in the email that goes out to requesters. Replace the placeholder in the template (form_URL&name) with your actual form link, and make sure to keep {pulse.item_id_1}. Make any additional edits, and copy the full message.

Automate survey delivery

To automate survey delivery, go to the Tickets board included in the same template:

First, create an automation that updates a “Send CSAT survey” status column to “Sent” when a ticket is marked as “Resolved”.

Then, add a second automation that sends an email once a “Send CSAT survey” status changes to “Sent”. Choose a relevant Gmail or Outlook account. In the email text field, paste the message you copied from the CSAT board header. The email will include the dynamic form link, and when the requester submits it, their response will populate in the CSAT board with the ticket ID automatically set as the item name. Select the recipient as the email address listed in the ticket’s Email column:

Test your workflow

To test everything end-to-end, mark a ticket as resolved on the Tickets board. This will trigger the CSAT email to be sent automatically.

Open the email, fill out the form, and submit it. You’ll see the ticket ID appear as a new item in the CSAT Survey board, along with the feedback and score.

And just like that, we've set up an automated feedback loop to track customer satisfaction and act on what matters most!