CSAT (Customer Satisfaction) is a feedback system that measures how satisfied users are with your help centre.

On AskGov, CSAT is collected through a short feedback popup that appears automatically on your help centre.

How CSAT is collected

Citizens are shown a popup asking them to rate their experience. The system controls when and how often the popup appears.

When the popup appears

1. The popup appears 60 seconds after a user visits your help centre.

2. If the user submits feedback:

   • After submitting a rating, the popup will not appear again for 2 weeks

   • After 2 weeks, the user may see the popup again

3. If the user closes the popup without submitting:

   • The popup will appear again in their next browser session

   • This includes refreshing the page, opening the help centre in a new tab, returning to the site later

How to understand your CSAT score

Your CSAT score reflects the ratings submitted by citizens through the popup.

• A higher score means users generally found your help content useful.

• A lower score may indicate content gaps, unclear instructions, or unmet expectations.

CSAT should be reviewed alongside:

• Citizen feedback comments

• Common enquiries received

• Content quality and freshness

Where to access my help centre's CSAT score

View your help centre's CSAT responses in the admin portal.

Note: The admin portal currently does not support viewing CSAT changes over time. If you require CSAT score for a particular duration, please submit a request here