CSAT
The CSAT page displays customer feedback on services and helps identify issues that require follow-up through detailed reviews. It is designed for customer service supervisors and service quality managers.
How to Use
You can filter data by time, agent, channel, team, and rating. After you apply filters, the page displays overall metrics and the corresponding review details. You can export review data within the current filter range.
Page Content
| Section | Content |
|---|---|
| Total Responses | The number of satisfaction ratings received |
| Satisfaction Score | The proportion of positive ratings among all valid ratings |
| Response Rate | The proportion of received ratings among the total number of satisfaction surveys sent, calculated as the total number of responses divided by the number of CSAT messages sent |
| Review Details | Customer contact information, assigned agent, rating, customer feedback, and review time |
Analysis Recommendations
- High satisfaction score, low response rate: This indicates that customers who responded provided relatively positive feedback, but the sample may be insufficient. We recommend also monitoring survey reach and response rate.
- A decline in scores for a specific channel or team: First, filter for low ratings and review customer feedback. Then, conduct a review based on the corresponding conversations and service personnel.
- Large differences in individual agent scores: Assess these differences together with the number of assigned conversations, issue types, and response times rather than drawing conclusions based on a single rating.
Usage Recommendations
- Regularly review the response rate by channel and team to ensure that satisfaction surveys cover the primary service scenarios.
- Filter and export low-rated reviews to create a service improvement list.
- Use this page together with the Human Agent page to conduct a comprehensive review of service quality, response speed, and workload.
Customers who do not respond to a survey do not generate a rating. Therefore, when the response rate is low, the CSAT score may not fully represent the experience of all customers.
