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CSAT Reports

The CSAT (Customer Satisfaction) Report provides valuable insights into how satisfied your customers are with the service they receive. After a ticket is closed, an automated survey is sent to the customer, asking them to rate their experience. This report helps you measure customer satisfaction, identify areas for improvement, and recognize top-performing agents.

Key Features of CSAT Reports:

  1. Total CSAT Surveys Sent: This metric shows the total number of surveys sent to customers after their tickets were closed. It gives you an idea of how many customers were given the opportunity to provide feedback.

  1. Total Responses: This displays the number of surveys that were responded to by customers. It helps you understand how many customers are actively engaging with the feedback process.

  1. Average Response Rate: This metric calculates the percentage of surveys that were responded to out of the total surveys sent. It provides insights into customer engagement and willingness to provide feedback.

  1. Average Rating: This shows the average CSAT rating from the surveys that were responded to. It reflects the overall satisfaction level of your customers.

  1. Customer Satisfaction Summary: In the survey, customers are asked to rate their experience on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." This section provides a visual overview of the responses through a pie chart, making it easy to see the distribution of ratings. You can click Export to download this data for further analysis.

  1. Detailed CSAT Overview: This section provides a detailed breakdown of each customer’s feedback, including:

  • Customer Name: The name of the customer who provided the feedback.

  • Ticket ID: The ID of the ticket associated with the survey. This is hyperlinked, allowing you to quickly access the ticket details.

  • Channel: The channel through which the ticket was created (e.g., email, WhatsApp, etc.).

  • Agent: The agent who resolved the ticket.

  • Rating: The rating given by the customer (1 to 5).

  • Feedback: Any additional comments or feedback provided by the customer.

  • Sent At: The timestamp when the CSAT survey was sent.

  • Rated At: The timestamp when the customer rated the survey.

  1. Handling Unsatisfactory Ratings: If a customer rates the service as unsatisfactory (low rating), the admin or account owner can click on the Ticket ID to review the entire conversation history between the customer and the agent. This helps you understand the context of the feedback and take appropriate action to address any issues.

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