# When satisfaction surveys are sent

> Learn when a satisfaction (CSAT) survey goes out for each channel, and how to resend, exclude, or troubleshoot surveys.

Source: https://support.kustomer.com/en_us/when-are-surveys-sent-HyA09Gsw

Last updated: 2026-11-12T21:23:52.434Z

A satisfaction survey asks a customer to rate their support after a conversation is marked **Done**. When and how it goes out depends on the channel, the survey's audience, and a few settings.

## Who it is for

Admins who manage surveys under **Settings > Administration > Satisfaction**.

## Good to know

A survey only applies to conversations marked Done after the survey is created and set up. Conversations that were already Done are not surveyed. If you create or change a survey, only future Done events trigger it.

## Understand the timing

1.  [How satisfaction surveys are sent on each channel](https://help.kustomer.com/how-satisfaction-surveys-are-sent-by-channel-H1ugus7Rfx)
2.  [Satisfaction survey statuses, cool down, and lock out](https://help.kustomer.com/satisfaction-survey-statuses-and-limits-HkgbdiX0Ml)

## Change who gets a survey, or send one again

*   [Exclude customers from satisfaction surveys](https://help.kustomer.com/exclude-customers-from-satisfaction-surveys-HkolOjmAzx)
*   [Resend a satisfaction survey](https://help.kustomer.com/resend-a-satisfaction-survey-r1FeOjQAGl)
*   [Let workflow messages count for satisfaction surveys](https://help.kustomer.com/let-workflow-messages-count-for-satisfaction-surveys-ryagOimCGx)

## When a survey does not send

[Fix surveys skipped by the cool down period or survey conditions](https://help.kustomer.com/fix-surveys-skipped-by-cool-down-or-conditions-Bykb_sQ0Me)

## Set up surveys

To create a survey, see [Create a new satisfaction survey](https://help.kustomer.com/create-a-new-satisfaction-survey-r1xWPXf0Ge). To set audiences, see [Choose who gets which satisfaction survey](https://help.kustomer.com/choose-who-gets-which-satisfaction-survey-H1XDQfCfe).