A customer satisfaction (CSAT) report helps you to track and analyze customer satisfaction. Using this report, you can get insight into customers’ satisfaction for the service provided. It is an easy way to measure customer satisfaction exactly. The sentiment of customers is divided into three categories. For a 5-point rating scale, it is classified as mentioned below,
Positive – Rating Points (4,5)
Neutral – Rating (3)
Negative – Rating (1,2)
An important metric to look out for in this report is the Customer Satisfaction Score (CSAT Score). A CSAT Score of 75% to 85% is considered good.
CSAT Score = (Positive Rating * 100) / Total Responses
In Admin center, choose the Reports module to open the Customer Satisfaction Report.
The satisfaction report consists of count-related statistics widgets and a detailed feedback view.
Various filters available in this report are explained below:
|Brand||Filters data based on the selected brand.|
|Date Range||Filters data based on the selected date range on which customer has given rating feedback.|
|Satisfaction Category||Filters data based on Category – Positive, Neutral, and Negative.|
|Agent||Filters data based on an agent who gets credit for the feedback given by the customer.|
|Contact||Filters data based on customer who has given rating.|
|Ticket Category||Filters data based on ticket category.|
|Satisfaction Rating Points||Filters data based on rating scale points.|
|Agent Group||Filters data based on a group of agents associated with the ticket when the ticket is rated.|
|Contact Group||Filters data based on contact group of customers associated to ticket when the ticket is rated.|
|Has feedback comment||Filters data based on whether the customer has added a comment or not during feedback.|
The CSAT report supports the following two actions:
- Adding a private note to a ticket
- Adding tags to a ticket
To add a private note or tag, select a feedback entry and choose the appropriate action near the specific contact.
Use Case: Support managers/leads can quickly add a note or tag a ticket for further review by an agent, without opening a ticket.