How to read CSAT Reports?

CSAT (Customer Satisfaction) Reports provide insights into customer experience through survey responses.

Access

Navigate to Reports → CSAT

Metrics Tracked

• Total survey responses

• Satisfaction score (percentage of positive ratings)

• Response rate

• Emoji-based rating distribution

Rating System

Customers rate experience using an emoji scale:

• Ratings range from very dissatisfied to very satisfied

• Scores calculated by: (Positive ratings / Total responses) × 100

Customization Options

Filter reports by:

• Date range (default: last 7 days)

• Specific agents

Report Sections

1. Quick Overview

High-level satisfaction metrics

2. Detailed Responses

Individual survey responses with conversation links

Benefits

• Understand customer satisfaction

• Identify performance of individual agents

• Track overall service quality trends

The report provides a comprehensive view of customer experience through quantitative and qualitative feedback.