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CSAT Reports

If you have enabled CSAT surveys in your inboxes, you can analyze the results using the CSAT report.

To view the CSAT Report, go to Reports → CSAT. This is what it looks like:

CSAT Report Screen

Customizing CSAT Reports​

CSAT reports can be filtered by the following metrics.

Duration​

You can select the duration you want to see the report for. By default, this is set for the last 7 days.

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Agents​

You can analyze the CSAT reports for particular agents only. Select one or more agent names from the dropdown.

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Metrics in the CSAT Report​

Quick Overview​

The upper half of your report will show metrics like this screenshot.

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The following list explains what each metric means.

Total responses​

This is the total number of responses received on your CSAT surveys, during the selected period and for the selected agent or agents.

Satisfaction score​

This is the mean satisfaction score the survey takers gave, calculated using the following formula.

(Total number of positive ratings/Total number of responses) * 100

Response rate​

This indicates the proportion of customers that responded to the CSAT surveys sent. It is calculated using the following formula.

(Total number of responses/Total number of CSAT survey requests sent) * 100

Emoji scale​

Whenever a CSAT survey is requested from a customer, they are asked to rate their experience on an emoji scale like this:

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The emoji scale metrics that you see on your CSAT report show how many people (in percentage) used which emoji to rate their experience.

Details of responses​

The lower half of your report will list all the responses received. For eg., The screenshot below lists the CSAT survey responses received for agent Pranav Raj.

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Tip: You can click on a conversation ID to jump to the associated conversation.