Customer Satisfaction (CSAT)
Collect and analyze customer satisfaction ratings to measure the quality of your support conversations.
CSAT helps you understand how your customers feel about the support they're receiving. After conversations, customers can rate their experience on a 5-point scale, and you get a clear dashboard to track satisfaction trends.
How it works
- Customers receive a satisfaction survey during or after a conversation
- They rate their experience from 1 to 5 stars
- Responses appear in your CSAT dashboard with the contact's details
- Your overall CSAT score updates in real time
Rating scale
| Rating | Label | Category |
|---|---|---|
| 5 stars | Very Satisfied | Positive |
| 4 stars | Satisfied | Positive |
| 3 stars | Neutral | Neutral |
| 2 stars | Unsatisfied | Negative |
| 1 star | Very Unsatisfied | Negative |
Your CSAT dashboard
Navigate to CSAT in the dashboard sidebar. At the top, you'll see your key metrics:
CSAT Score
Your overall satisfaction score — calculated as the percentage of Positive responses (4 and 5 stars) out of all responses. This is the industry-standard way to measure customer satisfaction.
Response breakdown
- Total Responses — Total number of survey responses collected
- Positive — Responses rated 4 or 5 stars
- Neutral — Responses rated 3 stars
- Negative — Responses rated 1 or 2 stars
Viewing responses
Below the metrics, you'll find a table of all individual responses. Each row shows:
- Contact name and avatar
- Phone number or email
- Star rating (displayed visually)
- Channel — Which channel the conversation was on
- Response date
Filtering responses
Use the rating filter at the top of the table to focus on specific ratings:
- All — Show every response
- 5 stars through 1 star — Filter to a specific rating level
Searching
Use the search box to find responses by contact name, phone number, or email address.
Sorting
Click column headers to sort by:
- Rating — See your highest or lowest ratings first
- Response Date — View most recent or oldest responses first
Making the most of CSAT
- Monitor your score regularly — A dipping CSAT score is an early warning sign that something needs attention
- Review negative responses — Look at 1 and 2-star responses to understand common pain points
- Celebrate high scores — Share positive feedback with your team to boost morale
- Track trends over time — Is your score improving as you make changes? That's a sign your efforts are paying off
- Combine with conversation insights — Use CSAT alongside your Conversation Insights for a complete picture of support quality
Related topics
- Insights Overview — Your analytics home base
- Conversation Insights — Response times, sentiment, and conversation patterns