Viewing CSAT Results

Analyze customer satisfaction data to improve your support.

CSAT Score Overview

Your overall CSAT score appears on the Analytics dashboard:

• Go to Analytics in the left sidebar
• Find the CSAT Score card
• View your average rating out of 5

The score is the average of all customer ratings.

CSAT Trends

Track how satisfaction changes over time:

• Go to Analytics > Trends
• Find the CSAT Score chart
• View daily scores over your selected date range

This helps identify:

• Seasonal patterns
• Impact of process changes
• Team performance trends

NPS Score Tracking

If using NPS surveys, you'll also see:

• NPS Score: Your current Net Promoter Score (-100 to 100)
• NPS Trends: How your score changes over time

Survey Metrics

The CSAT analytics include:

• Total Sent: Number of surveys sent
• Total Completed: Number of responses received
• Response Rate: Percentage of surveys completed
• Average Rating: Mean satisfaction score
• Rating Distribution: Count of responses per rating (1-5)

Using CSAT Data

Identify issues: Low scores may indicate process problems or training needs.

Recognize success: High scores validate good support practices.

Track improvements: Monitor trends after making changes.

Agent performance: Compare satisfaction across team members.

Viewing Individual Responses

Recent survey responses show:

• Customer name and email
• Rating given
• Optional comment
• Date submitted
• Associated conversation

This helps you follow up on negative feedback or learn from positive experiences.