Boost Customer Satisfaction with Aloware CSAT (Post-Call Survey)
Take control of your customer satisfaction journey with Aloware's CSAT feature, empowering you to gather actionable feedback and drive improvements in service quality.
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Why Aloware?
Instant coaching and escalation for flawless calls
Seamless Activation
Enable CSAT surveys effortlessly into your communication workflows
Real-time Feedback
Receive real-time feedback from customers, enabling you to address concerns promptly
Integrate with Inbox (Previously known as Ring Group), Users and IVRs
Tailor CSAT surveys to your specific needs
Data-driven Insights
Gain valuable insights from CSAT survey data to make informed decisions
Understand customers better with Aloware CSAT: Boost satisfaction, drive growth.
Maximize Customer Satisfaction
Aloware's CSAT feature provides deep insights on service quality. Harness the power of IVR surveys strategically deployed across Inbox (Previously known as Ring Group) and Users. You can now view customer sentiment at every touch point, enabling more targeted improvements in service delivery.
Feedback at Scale
Do you have a large customer base? Now you can scale your collection process by automating surveys post-interaction, capturing customer sentiment when it's most relevant.
Frictionless Opinion Collection
Make it effortless for customers to provide feedback with Aloware's CSAT feature right after each call. Easily integrate IVR surveys into your existing Sequences, ensuring a seamless and convenient feedback experience.
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Targeted Surveys
Customize IVR surveys within ring groups, users, and IVR scenarios to gather feedback specific to different demographics and interactions, maximizing the effectiveness of feedback collection.
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Reporting Dashboard
Gain immediate insights into customer satisfaction levels with Aloware's CSAT feature. Analyze survey responses in real-time on your Dashboard, allowing you to take prompt action to address any issues or concerns raised by customers.
Connects to the CRM your team already uses
Connect Aloware to your favorite CRMs and tools. Whether through native integrations, open APIs, or Zapier, your workflows stay smooth and synced.
Testimonials
Why growing teams rely on Aloware
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The automated dialer feature is a huge plus, allows me to put all my leads in a list and blast the phone really fast. if the customer is not available (which is usually the case) I send them a text automatically."
Kevin Ramproop
CTO at Express Trucking Group
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Aloware introduced us to SMS marketing for home sellers and wholesale real estate. We’ve been able to triple our homes under contract acquisition with Aloware SMS marketing and dialer combined."
Hayato Hori
CEO at RocketOffr
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I am a manager who is using Aloware for our team of 100 SDRs. I love the support that Anoosh and Sohrab have given us. When we experienced an issue we were able to reach out to them directly to get it fixed. I also liked the flexibility that they provided us, by customizing and tailoring Aloware to our needs."
Patricia Araiza
Manager, Sales Development at GoSite
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Everything about Aloware is amazing. They are really creating a phone system of the future and every time we have an idea, they implement it ASAP. Its exciting to be apart of something so revolutionary and seeing it grow everyday into a more and more powerful too, helps us become a ever more efficient company."
Ryan Buswell
CEO at JustPressOne, Inc.
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I like the in-depth configuration; and the support team, they are quick and punctual, and they report any significant issues to the engineering team; just about anything you’d want out of a call system Aloware offers."
Patrick D.
Construction
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Aloware works well and gets the job done and I thoroughly enjoy the mobile application as well. It helps me conduct business on the go and always be available for my leads."
Samantha S.
Call Center Supervisor
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I love all of the customization options. Our usage is a bit unique. They are taking the time to help implement a process that works best for our agents."
Dave N.
Sales director
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Aloware works well and gets the job done and I thoroughly enjoy the mobile application as well. It helps me conduct business on the go and always be available for my leads."
Brandon S.
Assistant Director of Admissions
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I love how you can use Aloware within HubSpot. I’m able to work off of one page instead of multiple pages."
Erica C.
Customer service rep
Frequently Asked Questions
What is CSAT?
CSAT stands for Customer Satisfaction Score — a metric that asks customers, right after an interaction, how satisfied they were with the experience. The classic question is "How satisfied were you with this call?" answered on a 1–5 or 1–10 scale, but the format can vary (thumbs up/down, yes/no, star ratings). It's the most direct way to measure how a specific call, agent, or service moment actually landed with the customer, and it's a standard KPI in any well-run contact center or support team.
What kinds of questions can I ask in a CSAT survey?
Most teams keep it to one or two questions to maximize completion rates. The core question is some variation of "How satisfied were you with your call today?" usually on a 1-to-5 scale, with an optional open-ended follow-up like "What could we have done better?" In Aloware, you can also branch on the score — happy customers get a short thank-you flow, while detractors are routed to a callback queue or to a supervisor for follow-up. Keep surveys short; every extra question cuts completion rates noticeably.
How is CSAT calculated?
The standard formula is the percentage of satisfied responses out of total responses: (number of positive ratings ÷ total ratings) × 100. "Satisfied" usually means scores of 4 or 5 on a 5-point scale, or 9 or 10 on a 10-point scale — the so-called "top-box" or "top-two-box" approach. So if 80 out of 100 customers rated you a 4 or 5, your CSAT is 80%. Aloware's dashboard calculates this automatically as responses come in, broken down by agent, team, ring group, and time period.
What's a good CSAT score?
It depends on industry, but as a rough benchmark: 75% is a typical baseline, 80% is solid, 85%+ is excellent, and below 70% usually signals real friction. Customer-support teams in B2B SaaS tend to land in the 85–95% range; sales-call CSAT tends to be lower and more variable; high-volume retail support often runs in the 70–80% range. What matters more than the absolute number is the trend — a stable 78% is healthier than a volatile 85% that swings to 65% on bad weeks.
What is a post-call survey?
A post-call survey is a short feedback prompt delivered to the customer immediately after a call ends — usually via IVR ("Press 1 for 'very satisfied,' 5 for 'very dissatisfied'") or via a follow-up SMS link. The "post-call" part matters because feedback collected within minutes of the interaction is dramatically more accurate than feedback collected days later, when memory has faded and unrelated experiences have muddied the signal. Aloware's CSAT runs as an IVR post-call survey, triggered automatically when the call wraps.
How do Aloware's post-call CSAT surveys work?
When a call ends, Aloware can route the customer into a short IVR survey before the line disconnects — typically a single rating question, with an optional follow-up. Each response logs to the contact record and the survey dashboard in real time, attributed to the specific agent, ring group, and call. You build the survey in Aloware's no-code editor (no developers required), and once it's live, it runs automatically across whatever calls you've scoped it to — no per-call setup, no manual triggering.
Where can I deploy CSAT surveys in Aloware?
Three levels of control. You can deploy a CSAT survey on a specific Inbox (formerly Ring Group) — so every call handled by your support team gets surveyed, but sales calls don't. You can deploy it on a specific User — to measure individual agent performance. Or you can deploy it inside an IVR flow — to survey only specific call types or queues. You can also mix all three, with different surveys for different scenarios.
How do I improve my CSAT score?
Five things move the needle most: (1) shorter wait times — routing and overflow rules matter more than agent skill at the bottom end; (2) fewer transfers — solve on first contact wherever possible; (3) better routing — get callers to the right agent the first time; (4) targeted coaching for agents whose individual CSAT is dragging the average down; (5) closing the loop on detractors — when someone scores you a 1, call them back and ask why. Aloware's dashboard helps you find which of these is the actual bottleneck in your data.
What's the difference between CSAT, NPS, and CES?
All three measure customer experience, but they ask different questions and tell you different things. CSAT asks "How satisfied were you?" — best for measuring specific interactions like a single call or ticket. NPS (Net Promoter Score) asks "How likely are you to recommend us?" — best for measuring overall brand loyalty over time. CES (Customer Effort Score) asks "How easy was it to get your issue resolved?" — best for surfacing friction in support workflows. Most mature teams run all three for different purposes; CSAT is usually the right place to start because it's the most actionable.
Can CSAT results trigger automated follow-ups?
Yes. Aloware lets you wire survey results into sequences and workflows — for example, a 1- or 2-star rating can automatically trigger a callback task for a supervisor, send an internal Slack alert, or kick off a recovery sequence with an apology SMS and a discount offer. A 4- or 5-star rating can trigger a thank-you message, a request for a public review, or a referral prompt. Tying surveys to actual workflow actions is the difference between a CSAT score that sits in a dashboard and a CSAT program that actually moves customer outcomes.
Unlock the power of data.
Find the powerful insights hidden in your contact centre interaction data.