Video CSAT and NPS surveys
Ask for the score, then the reason on video. Low and high scores branch to different questions, and every video and voice answer is transcribed and summarized.
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What is a video CSAT survey?
A video CSAT survey asks for a satisfaction or NPS score and then asks the customer to explain it by video, voice or text. A low score can branch to "what went wrong?" and a high score to a testimonial question. Each spoken answer is transcribed and summarized, so the number arrives with its reason.
CSAT surveys return a number but not a story. A "7/10" tells you nothing about what to improve.
- Conditional logic: NPS < 7 → "why?" video; NPS 9+ → testimonial
- Zapier auto-triggers after support ticket resolved
- Hidden fields tag responses by agent and issue type
- Same form creates both complaints AND testimonials
How it works, step by step
Add a video response option after the rating. Customers who rate low explain why on camera, and AI summarizes each video and voice answer with keywords.
No credit card required. 28-day free trial.
Design
Step 1: Add video follow-up to CSAT
Create a form that starts with a standard NPS/CSAT rating, then uses conditional logic: score 1 to 6 triggers "Tell us what went wrong (video)", score 9 to 10 triggers "What do you love most? (video testimonial)".
- Set a 2-minute max video length: long enough to explain honestly, short enough to complete.
- Add a rating scale before the video: score 1 to 6 triggers "Tell us what went wrong (video)"; score 9 to 10 triggers "What do you love most? (video testimonial)". Two outcomes from one form
Automate
Step 2: Trigger after support resolution
When a support ticket is marked "resolved" in your helpdesk, Zapier automatically sends the CSAT video form. Customer provides a rating + video explanation while the experience is fresh.
- Connect Zendesk, Intercom, or Freshdesk via Zapier. When ticket status changes to "Resolved", send the CSAT video form soon after, while the experience is still fresh
- Personalize the trigger message: include the agent's name ("How did Sarah do?") and the original ticket summary in the form intro for a specific ask and higher completion rate
Insights
Step 3: AI reveals what numbers can't
AI transcribes and summarizes video responses. Read the summaries next to the scores and you may find that customers who gave 5/10 mention slow response times, so now you know what to fix. Tag responses by agent, team, or issue type to compare.
- Pass agent and issue type in hidden fields, then export to CSV to compare ratings and comments by agent, team and week
- Tag answers yourself, for example "speed" or "quality", then filter and export by tag to confirm a pattern without a full analyst read-through
What to ask
The questions below come from "How was your order?", a ready-made demo form every new account gets. Answer it yourself to see the respondent side, then make it yours.
In the demo: How was your order?
1 · Rating
How would you rate your experience?
“How would you rate your experience with us, from one to five stars?”
2 · Multiple choice
Did your products arrive in perfect condition?
“Did everything arrive in perfect condition?”
Yes, all perfect · Something was wrong
- If “Yes, all perfect” Would you record a short review?
- If “Something was wrong” What went wrong?
3 · Video, voice or text answer
What went wrong?
“Oh no, I'm so sorry. Tell me what happened, and we'll make it right.”
4 · Video, voice or text answer
Would you record a short review?
“That makes my day! Would you record a quick review of your favorite product?”
5 · Multiple choice
Can we share your review on our website?
“Can we share your review on our website and social media?”
Yes, share it · Keep it private
Questions for this use case
ExampleHow likely are you to recommend us, from 0 to 10?
What is the main reason for your score?
What is one thing we could have done better?
Would you share a short video about your experience?
What you get back
Every video and voice answer arrives transcribed, with a one-line summary, 3 to 5 keywords and the tone of the text. This is one real response from the demo, as your team sees it.
Transcript · What went wrong?
“The moisturizer arrived with a cracked lid, and some of it leaked into the box.”
James Wilson · video answer
- AI summary
- Customer received a damaged moisturizer due to a cracked lid.
- Tone of the text
- Negative
- Keywords
- damaged, packaging, leak
- Also answered
- How would you rate your experience? 3 of 5
- Did your products arrive in perfect condition? Something was wrong
- Team comments
Daniel Kim @Priya can we send a replacement ASAP? The warehouse had a bad batch of lids.
Follow-up in Room
- Priya ShahHi James, so sorry about the leak! We are shipping a free replacement today.
- JamesThanks Priya, appreciate the quick fix.
- Priya ShahYou're very welcome! It should arrive by Thursday.
Room messages are a conversation, not analysed by AI.
Fictional sample respondent and team from the "How was your order?" demo form. Every new RecRam account starts with these sample answers.
AI reads the words. Your team makes the calls.
Every spoken answer is transcribed, summarized and given keywords and the tone of the text, and transcripts can be translated or turned into captions. The AI never scores, ranks or decides anything about the people who answer: your team reviews the responses and, if you like, scores them against a shared rubric.
The RecRam pieces behind it
Everything here is in the same subscription. Integrations send each response on to the tools your team already uses.
Products
Integrations
- ZendeskOpen a Zendesk ticket for each form response, with the respondent as requester.
- HubSpotCreate or update a HubSpot contact for every response, with the answers logged on the contact’s timeline.
- ZapierUse the RecRam app on Zapier to send responses to thousands of other apps, no code.
More use cases for customer support
- Visual bug reportingThe first report already shows the steps, the page and the error.
- Product return verificationSee the product before you approve the return.
- AI video support ticketCustomers show the issue, and agents start with full context.
Rated 4.8 out of 5 on G2
From HR, product and marketing teams who collect their answers on video.
Read all reviews on G2“RecRam has solved my 'How do I leave a video testimonial?' problem. Rather than giving clients a confusing process, I now share a RecRam link... Easy as 1-2-3!”
Customer satisfaction (CSAT) FAQ
Still have questions? Chat with our team
They won't type it.
But they'll show it.
Start collecting real feedback in video. See what your customers actually think and feel.
