myb-p-csat-surveylisted

# Post-case satisfaction survey (CSAT) Builds the loop: a case closes → the customer gets a mail with one link per rating → **one click records the answer on the case** → a bad rating creates work → the score reaches a report. Works on any business object with a closing event and a reachable contact — `Cases` is the common one; `Sales`, `Tasks` or a custom entity work identically. This document says "case"; substitute your object. ## The one rule that decides whether this survives **The rating must be captured by the click in the email.** Not by a form the recipient lands on and submits. Every extra action collapses the response rate, and a survey nobody answers is worse than no survey — it produces a dashboard that lies. The comment box is a bonus offered *after* the thank-you screen, never a precondition. The second rule is organizational and gets skipped constantly: **a negative rating must create work, and the score must enter a report someone already opens.** Without both you have built a metric, not a process. Field evidence is unambiguous here — teams that own a working survey mechanism and get zero value from it are almost always missing exactly these two things. ## Why the architecture looks the way it does The responder is anonymous, and an anonymous caller **cannot write to the case**. Three measured platform facts force the shape — full detail in `../myb-p-kb/references/40-integrations-api/03-web2lead-web2table.md` §11, read it before designing anything: 1