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Review Notes for CSAT

A rating and a one-line comment rarely capture the whole picture. Review Notes let your team attach internal context to a CSAT response so the score is read the right way. They are built for managers and leads who work through CSAT data regularly and need more than the raw number to understand it.

When to use Review Notes

Reach for a Review Note whenever the score or feedback doesn't tell the full story. For example:

  • A low score driven by a shipping delay or another external dependency, not the support itself.
  • Customer frustration that had nothing to do with the conversation.
  • A middling score on a conversation that was actually handled well.
  • A pattern of similar feedback recurring across customers or issues.

The point is to separate support quality from situational factors, so nobody draws the wrong conclusion from a raw score.

Who can see them

  • Review Notes are internal only.
  • They are visible to admins and to anyone with report-management permission.
  • Customers never see them.

How to add a Review Note

  1. Go to Reports → CSAT.
  2. Find the response you want to annotate.
  3. Click the response to open its rating and customer comment.
  4. Add your note below the feedback.
  5. Save it.

You can come back and refine a note later as more context surfaces.

What to write

A good Review Note captures insight, not a defence of the score. Useful things to record:

  • Why the score landed higher or lower than expected.
  • External factors that shaped the customer's perception.
  • Observations about timelines, communication gaps, or mismatched expectations.
  • Signals that point to a broader product or process issue.

Tip

Don't restate the customer's comment — it's already there. Capture the internal insight that isn't obvious from the feedback alone.

Using notes in analysis

Review Notes pay off when used consistently. Over time they help your team:

  • Spot recurring themes across many responses.
  • Tell genuine agent-performance issues apart from systemic ones.
  • Run sharper retrospectives and leadership reviews.
  • Decide based on patterns rather than isolated scores.

In exports

When you export a CSAT report, Review Notes come along as an extra column. That makes them easy to analyse offline, share with leadership, and track over the long term.