CSAT Reports¶
Once you have enabled CSAT surveys on your inboxes, the CSAT report is where you read the results. It tells you how satisfied your customers are, how many of them bothered to respond, and which agents are earning the best ratings.
Open it from Reports → CSAT.
Filtering the report¶
Duration¶
Pick the period you want to review. The default is the last seven days.
Agents¶
Narrow the report to one or more specific agents by selecting their names from the dropdown. This is useful for one-on-ones and for understanding how individual agents are perceived.
The metrics¶
Quick overview¶
The top of the report summarises the period at a glance.
Total responses The number of completed survey responses received during the selected period for the selected agent(s).
Satisfaction score The average satisfaction across all responses, expressed as a percentage:
(positive ratings / total responses) * 100
Response rate The share of customers who actually completed a survey out of all surveys sent:
(total responses / total surveys sent) * 100
A strong satisfaction score built on a low response rate should be read with caution — it may reflect only your most motivated customers.
Emoji scale breakdown When a survey is requested, customers rate their experience on a rating scale. This part of the report shows what percentage of respondents chose each point on the scale, so you can see the full distribution rather than just the average.
Response details¶
The lower half lists the individual responses, including the rating and any written feedback the customer left. This is where the qualitative story lives — the comments often explain the numbers above.
Tip
Click a conversation ID in the response list to jump straight to that conversation and see the full context behind a rating.
Common questions¶
Why is my response rate low? Customers complete surveys at their own discretion. Surveys are sent on resolution, so factors like channel, timing, and how the conversation ended all influence whether a customer responds. A low rate is normal; focus on trends over time rather than a single number.
How is the satisfaction score affected by neutral ratings? Only positive ratings count toward the score in the formula above, so a high proportion of neutral responses will pull the percentage down even without any negative feedback.