# CSAT Reports

## Overall CSAT Metrics

You have three metrics to get an overall idea of your customer satisfaction.

![](https://content.gitbook.com/content/ZlunlE4rHhMzJq9M0MQx/blobs/uUmmH3LXwrMJmxKBKkvv/image.png)

| Metrics         | Description                                             |
| --------------- | ------------------------------------------------------- |
| CSAT Block Sent | The total number of CSAT blocks sent to your customers. |
| Response Rate   | The percentage of customers who have responded to CSAT. |
| Average Ratings | The average CSAT ratings of the agents' performance.    |

{% hint style="info" %}
If you have a low response rate, it means that most of your customers are not willing to respond to your CSAT question. In that case, try rephrasing your question to make it more friendly. 
{% endhint %}

At the bottom right corner of your dashboard, you will also find a pie chart of the response distribution, visualizing customer ratings on a pie chart.

![](https://content.gitbook.com/content/ZlunlE4rHhMzJq9M0MQx/blobs/NZfYqDgrAtgHWWJXmsTm/image.png)

## List of Individual Responses

You can also find individual responses at the bottom left corner of your page. From here, you can search your customers, view which agent was assigned to the customer, and their individual rating. 

![](https://content.gitbook.com/content/ZlunlE4rHhMzJq9M0MQx/blobs/CJ8qsvRSPDk5uTr3N1MS/image.png)