Dilan Widumal

Aug 2026

CSAT Program Design and ServiceDesk Plus-Simplesat Integration

Designed and stood up a customer-satisfaction feedback program for Digital Services, integrating Simplesat with ServiceDesk Plus MSP to capture and report on ticket satisfaction.

  • Workflow Automation & Process Improvement
  • Business Applications & CRM
  • ServiceDesk Plus
  • Simplesat
  • Excel
  • Power BI

The brief

Digital Services had no structured way to measure how satisfied customers were with resolved support tickets, and no repeatable process for surfacing that feedback to leadership.

The approach

Authored a CSAT mini-plan defining the program’s purpose, success criteria, and a 5-point emoji rating scale, then configured Simplesat’s survey — brand mapping, sentiment-based confirmation pages, ticket URL linking, and conditional follow-up logic (a thank-you message for 4–5 ratings, a mandatory comment for 1–3). Resolved the integration authentication between Simplesat and ServiceDesk Plus MSP, and set notification rules so the survey fires automatically on ticket resolution. Defined the CSAT calculation methodology and the metrics worth tracking (CSAT %, response rate, technician/category CSAT, negative feedback %), and recommended a phased reporting path — an Excel dashboard first, maturing to Power BI — built from monthly Simplesat CSV exports.

Flow diagram: ticket resolution triggers a Simplesat survey; ratings of 4-5 get a thank-you message and ratings of 1-3 require a comment; both feed a monthly CSV export into an Excel dashboard.
Survey-to-reporting pipeline, including the rating-based branch logic.

Outcome

A lightweight, ITIL-aligned feedback process is now live, targeting a CSAT score of 85%+ and a response rate of 30%+, with monthly reporting to leadership. Escalation rules for low ratings (1–2) are being deliberately held until a month of real response data comes in, so they can be tuned to actual patterns rather than guessed upfront.