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.