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Customer Satisfaction Report

Updated on : April 22, 2022

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.

Filters

Various filters available in this report are explained below:

BrandFilters data based on the selected brand.
Date RangeFilters data based on the selected date range on which customer has given rating feedback.
Satisfaction CategoryFilters data based on Category – Positive, Neutral, and Negative.
AgentFilters data based on an agent who gets credit for the feedback given by the customer.
ContactFilters data based on customer who has given rating.
Ticket CategoryFilters data based on ticket category.
Satisfaction Rating PointsFilters data based on rating scale points.
Agent GroupFilters data based on a group of agents associated with the ticket when the ticket is rated.
Contact GroupFilters data based on contact group of customers associated to ticket when the ticket is rated.
Has feedback commentFilters data based on whether the customer has added a comment or not during feedback.

Actionable items

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.

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