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Status Backlog
Categories CSAT
Created by Guest
Created on Mar 28, 2023

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CSAT: Option to embed a survey link variable vs. CSAT 5 stars

This is helpful because many company email clients do not download images by default, therefore the 5 stars come through as alt text. Enabling an option to add a survey link will provide a better formatted option and more likely an end user might provide passive feedback

5 Star CSAT Not...
5 Star CSAT Not Downloaded.png
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5 Star CSAT Not Downloaded.png
  • ADMIN RESPONSE
    Jul 24, 2025

    Your idea is now live and open for voting.

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  • Guest
    Sep 1, 2025

    Description:
    Currently, the CSAT survey in emails relies on images for the clickable rating stars. In Outlook, when external images are disabled (which is common for many customers), the stars do not render. Instead, recipients only see plain text “Survey” links, which creates a poor experience and reduces survey engagement.

    Expected behavior:
    Recipients should always see clickable rating stars in the email, regardless of whether external images are enabled.

    Potential solutions:

    1. Render the clickable stars in a way that works even when external images are blocked.

    2. Explore embedding the CSAT feedback form (stars + comment box) directly within the email template, so customers can respond without relying on external images.

    Impact:
    Improves consistency and engagement with CSAT surveys, ensures customers have a seamless experience, and increases the likelihood of receiving meaningful feedback.

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