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Introduction

This guide will help you understand how to use Custom CSAT Surveys in Crewhu to create multiple surveys across your organization.

Instead of relying on a single survey setup, Custom CSAT allows you to:

• Create multiple surveys with different settings
• Use different surveys across teams, boards, or PSAs
• Customize branding, ratings, workflows, and behavior

With this flexibility, you can collect more relevant and actionable feedback tailored to each part of your business.

You can customize surveys for different areas like sales, tech, support, Project Boards – you name it! Each gets its special survey settings. You can also have multiple PSAs which can be challenging, especially during mergers and acquisitions.

Creating a Custom Survey

To create and manage Custom Surveys, go to Settings > Surveys > Custom CSAT and click + Add to create a new survey.

When creating a Custom CSAT survey, you are essentially duplicating the main CSAT structure but with independent settings. This allows you to customize the survey for different purposes, like using different survey faces, labels and tags.

You can select which PSA or system this survey will be used with. If the option you search for is not on the list, you can select "Custom" and edit the snippet with your system's placeholders.

Note:
If you need help when working with the custom option, you can contact Support Team. Our team will help you with the needed steps to build the custom snippet for your case.   

After selecting the Integration Partner, choose the survey type (Resolved, Reply or Signature). You can get the snippet for each type after selecting the option:

Important: 
For Project Surveys, you will need to create a Custom CSAT and select the Reply survey option. Once this is done, you need to contact the Support Team to receive the custom snippet. At the moment, we only have options for ConnectWise and Autotask.

Custom CSAT Surveys give you full control over how feedback is collected across your organization. Instead of organizing every team into one experience, you can adapt surveys to different workflows. This helps you improve response rates, collect more meaningful feedback, and build a stronger feedback culture across your company.