The CSAT report shows customer satisfaction scores.
Requirements
You need CSAT surveys enabled. Go to Settings → CSAT to configure.
Opening the CSAT report
- Go to Reports in the sidebar
- Click CSAT
Summary metrics
- Total responses: Number of customers who completed the survey during the period.
- Satisfied: Responses rated 4 or 5.
- Dissatisfied: Responses rated 1, 2, or 3.
- Average rating: Mean score across all responses (1-5 scale).
- Satisfaction score: Percentage of responses rated 4 or 5.
- Response rate: Percentage of resolved conversations where the customer completed the survey.
By agent
Satisfaction scores broken down by the agent who handled the conversation. Shows each agent's total responses, satisfied count, and satisfaction score.
Distribution
Count and percentage for each rating value (1 through 5). Helps identify if dissatisfaction clusters at specific ratings.
Trend
Daily satisfaction scores over your selected period. Useful for spotting patterns or the impact of changes.
Common questions
How is Satisfaction score different from Average rating?
Average rating is the mean of all scores (e.g., 4.2 out of 5). Satisfaction score is the percentage of responses that were positive (4 or 5). Both are useful — average rating shows overall sentiment, satisfaction score shows what percentage of customers are happy.
Why might Response rate be low?
Customers may not see the survey (email goes to spam), may ignore it, or may not feel strongly enough to respond. Response rates between 10-30% are common.