Zendesk's built-in CSAT surveys provide basic satisfaction measurement. For organisations needing more sophisticated feedback collection — NPS, multi-question surveys, or workflow automation from responses — SweetHawk Survey goes significantly further.
Feature Comparison
| Capability | SweetHawk Survey | Zendesk CSAT |
|---|---|---|
| Question types | NPS (0–10), star rating, good/bad, open-ended | Good/Bad with comment |
| Multiple questions per survey | ✅ Unlimited | ❌ |
| Custom branding | ✅ | 🟡 Limited |
| Multi-language support | ✅ | 🟡 Limited |
| Writes scores/tags/fields for Explore | ✅ | 🟡 Basic |
| Trigger actions from responses | ✅ | ❌ |
| In-app analytics dashboard | ✅ | ❌ (requires Explore) |
| Native (no install) | ❌ | ✅ |
When Zendesk CSAT Is Enough
Zendesk CSAT is ideal when you need:
- Simple post-resolution satisfaction tracking
- A native, lightweight solution with no setup overhead
- Basic trend analysis across agents and groups
When SweetHawk Survey Makes the Difference
SweetHawk Survey is the right choice when you want to:
- Send multi-question surveys with varied formats
- Measure both CSAT and NPS from a single tool
- Automate workflows based on response data (e.g., low NPS triggers escalation)
- Feed rich survey data into Zendesk Explore for custom reporting
Ask More, Learn More, Do More
Use Zendesk CSAT for quick, lightweight, native feedback collection. Switch to SweetHawk Survey when you need to go deeper — combining satisfaction and loyalty measurement, customising your surveys, and driving real workflow actions from the results.