---
title: Customer service satisfaction surveys
description: Customers can complete a satisfaction survey when they accept a case solution or close a case from the Customer Service Portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/c\_CustomerServiceSatisfactionSurvey.html
release: australia
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Close a customer service case, Manage cases, Use, Customer Service Management]
---

# Customer service satisfaction surveys

Customers can complete a satisfaction survey when they accept a case solution or close a case from the Customer Service Portal.

When a customer accepts a proposed solution for a case by clicking **Accept Solution** on the case record or closes a case by clicking **Close Case**, they can access a satisfaction survey in the Customer Service Portal. Customers have the option of completing or skipping the survey.

If a customer is using the email communication channel, the system sends an email with a link to a customer satisfaction survey when an agent closes a case. The customer can click on this link to complete the survey.

**Note:** One survey can be generated per case. If a survey has already been generated for a case, a second survey cannot be generated even if a case is reopened and closed again.

The Customer Service application includes a default survey that you can customize as needed. To customize the default survey, navigate to **Survey** > **View Surveys** and select **Customer Service Satisfaction Survey** from the list of assessment metric types. To edit the default survey, open the survey and click the **Survey Designer** button.

You can also design your own survey using the survey designer tool. After designing a survey, be sure to select a condition for triggering the survey.

**Related topics**  


[Assessments and Surveys](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/assessments-surveys-landing-page.md)

[Service Manager dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/analytics-and-reporting-solutions-for-customer-service/customer-service-dashboard.md)