How to Submit a CSAT Survey


Purpose

This article helps users understand how to provide feedback by filling in the CSAT survey after a support case or change request has been closed.

Feedback is important to help us improve our services. Once the support case or change request ticket is closed, a survey is automatically triggered for users to share their experience.

Ways to Fill the Survey

The contact person of the case or change request can provide feedback in one of the following ways:

CSAT for Support Cases

Step-by-Step Instructions

Option 1: Via Case Closure Email

  1. Check your inbox for an email with the subject:
    “Case BWCS[case number] closed. Are you happy with our work?”
  2. The email includes:
    • Case number
    • Short description of the issue
    • Name of the person who closed the case
    • A link to view your case
    • A feedback icon or link to submit your survey
  3. Click the feedback icon to open the survey.

Option 2: Via the Basware Support Portal

  1. Open your browser and go to the Basware Support Portal.
  2. Click on Give Feedback at the top of the screen.
  3. Select the relevant case number from the dropdown list.
  4. You will be redirected to the Customer Satisfaction Survey page.
  5. Click Get Started to begin the survey.

Survey Questions

Q1: Satisfaction Rating

Question: How satisfied are you with the service you have received?

Scale: 1 (Dissatisfied) to 6 (Very Satisfied)

Rating Description
1 Very Dissatisfied
2 Dissatisfied
3 Somewhat Dissatisfied
4 Neutral / Somewhat Satisfied
5 Satisfied
6 Very Satisfied

Q2: Ease of Getting Help

Question: How easy was it to get the help you wanted?

Q3: Open Feedback

Use the comment box to share any suggestions, observations, or feedback in your own words. We highly encourage you to use this space.

Option 3: While accepting the solution

Users can also provide feedback while accepting the solution in the portal.

  1. Once a case is marked as resolved, a prompt appears: “Are you happy with this solution?”

  2. If you select Yes, you will be asked:
    “How satisfied are you with the service you have received?”

    Select a rating from 1 to 6, where 1-3 are dissatisfied, 4 is neutral, 5-6 is satisfied
  3. Next, you will be asked:
    “How easy was it to get the help you wanted?”
    Choose from the available options.
  4. Enter any additional comments or suggestions in the text box.
  5. Click Save to submit your feedback.

CSAT for Change Requests

Step-by-Step Instructions

Option 1: Via RITM Closure Email

  1. Check your inbox for an email with the subject:
    “RITM [RITM Number] Closed”
  2. The email includes a direct link to the CR Satisfaction Survey.
  3. Click the link to begin the survey.

Option 2: Via the Basware Support Portal

  1. Log in to the Basware ServiceNow Portal.
  2. Click on the Give Feedback button at the top-right corner.
  3. Select the relevant RITM from the dropdown list.
  4. You will be redirected to the Customer Satisfaction Survey page.
  5. Click Get Started to begin the survey.

Survey Questions

  1. Satisfaction with the Delivered Change:
    “How satisfied are you with the change we delivered?”
    Rate from 1 (Dissatisfied) to 6 (Satisfied).
  2. Alignment with Business Expectations:
    Rate your agreement with the following:
    • The requirements were understood and effectively implemented to deliver the desired business results.
    • Information was communicated in a timely and effective manner.
    Use a scale from 1 to 6.
  3. Additional Feedback:
    Use the comment box to share any remarks or suggestions. This is optional but encouraged.

Option 3: While accepting the change

  1. Once a case is marked as resolved, a prompt appears while accepting the change by opening the RITM: “How satisfied are you with the change we delivered?”.
    Rate from 1 (Dissatisfied) to 6 (Satisfied).

  2.  If you click 'Next' you will be asked to rate the following two statements:

    Use a scale from 1 to 6.
  3. Additional Feedback:
    Use the comment box to share any remarks or suggestions. This is optional but encouraged.

Why Your Feedback Matters

We genuinely value every piece of feedback — positive or negative — as it helps us identify what’s working well and where we need to improve.

IMPORTANT:

If you rate the service between 1 and 4, please leave a comment. This helps us:

For ratings 1–3, Basware has an internal process to: