Last updated: 2025-12-12

Source: https://support.freshdesk.com/support/solutions/articles/50000011756-how-the-new-csat-improves-your-feedback-process

The New CSAT gives you a far more flexible, multi-channel, and insight-driven survey experience compared to the Legacy CSAT. It expands what you can measure, how you collect feedback, and the depth of insights you get—all while keeping your existing setup intact during upgrade.

What’s better in the New CSAT?

1\. More survey types & deeper questions

Support driver questions, multiple question types, and customizable rating scales help you understand why customers feel the way they do—not just the score.

2\. Multiple surveys instead of just one

Run different surveys for different teams, use cases, or channels. Legacy CSAT allowed only one active survey.

3\. Smarter collection across more channels

Surveys can now be sent on Web Chat, WhatsApp, Instagram DM, Facebook Messenger, and Email—with native interactive support whenever possible.

4\. Better branding and multi-language controls

Customize logos, colors, layout, and offer multilingual versions of the same survey—ensuring consistent, on-brand feedback collection everywhere.

5\. Advanced flow control with Skip Logic

Show only relevant follow-up questions based on customer responses. This keeps surveys shorter and boosts completion rates.

6\. Resolution Question as a built-in metric

Know whether the issue was truly resolved—something the legacy module couldn’t track reliably.

7\. Stronger automation support

Send surveys via ticket automations, conditional flows, or manually via agent replies—much more flexible than the legacy email-only trigger model.

8\. Powerful analytics & actionable insights

A new CSAT Results report gives:

  • Positive/neutral/negative distribution
  • Response trends
  • CSAT vs activity & quality widgets
  • Agent- and group-level insights
  • Underlying response data

    • Legacy CSAT offered basic reporting with limited breakdowns.

    9\. Portal fallback for unsupported Meta interactions

    If a channel cannot show interactive questions, Freshdesk automatically sends a web survey link—ensuring zero breaks in feedback collection.

    10\. Better admin controls & guardrails

    Survey statuses (Draft / Active / Paused), audit logs, link expiry controls, survey frequency limits, and agent-level permissions offer much tighter governance than before.

    No impact on existing setup

    Nothing about your current survey behavior breaks.

  • Survey delivery rules remain the same
  • Linked workflows (automations, ticket status conditions, triggers) remain unchanged
  • Customers continue receiving surveys based on your configured events

    • You do not need to edit, rebuild, or reconfigure anything.

    Survey migration and continuity

    During the upgrade:

  • All your existing survey configurations are automatically ported
  • Active surveys continue sending without interruption
  • All previously sent surveys remain accessible
  • No customer-facing experience changes

    • You continue receiving responses exactly as before.

    Click here to know more about the Admin experience in new CSAT

    Click here to know more about Agent and End-user experience in new CSAT