The CSAT report shows how customers rate your service, from surveys sent when a conversation is resolved. Use it to track satisfaction over time, compare agents and queues, and read the comments from unhappy customers.
Open Inbox → Reports → CSAT. Set the range, grouping and filters as described in Report filters and export. The label filter isn't available on this tab.
Where the ratings come from
A queue can send a CSAT survey that asks the contact to rate the conversation, and can trigger it on resolve. Turn it on in the queue's Automated messages. See Queues and routing. A customer's rating is out of 5 stars: Excellent, Good, Average, Fair or Poor. Once answered, the rating also shows in the conversation header, for example "CSAT 4/5".
Until customers answer you see "No responses yet".
How satisfied are customers?
Tiles, each compared with the previous period:
- 1Satisfaction score
- 2Response rate
- 3Unhappy
| Tile | Meaning |
|---|---|
| Satisfaction score | The share of responses that gave 4 or 5 stars, with "{satisfied} of {answered} responses". |
| Average rating | The mean of all stars, out of 5. |
| Response rate | Answered divided by sent, with "{answered} of {sent} surveys". |
| Unhappy | 1 and 2 star responses, and how many left feedback. |
View 5-star responses and Read the feedback jump to the matching responses below.
Is it getting better or worse?
Two charts side by side. Satisfaction score shows the share of 4 and 5 stars per period, thin where a period has fewer than 5 responses. Surveys sent and answered shows the funnel behind the response rate, so a good week with three answers can't pass for a good week.
Where do the ratings come from?
The Rating distribution shows every response in the period. Beside it, Score by agent and Score by queue show who earns praise and who gets complaints. Rows with fewer than 5 responses are shown but not ranked, marked n=3, so a handful of ratings can't crown or condemn anyone.
What are unhappy customers saying?
Low ratings with feedback lists 1 and 2 star responses that included a comment, newest first, with a line such as "8 of 11 low ratings left feedback." Select one to open its conversation. If only the latest are shown, it says "Showing the latest 20 of 43 low ratings."
All responses
A table of every response with Contact, Agent, Rating, Feedback comment and Conversation. Filter by rating with the Rating chips: All, 1 star, 2 stars and up. A summary reads "{count} rated {rating}". Rows without an agent show "No assigned agent". Select a conversation to open it in the Inbox.
Export
Export downloads the responses as CSV or Excel. If you've filtered the table to one rating, the file contains only that rating, to match what's on screen.
Reading it well
- Watch the response rate alongside the score. A high score from a small share of customers says less than it seems.
- Satisfaction counts 4 and 5 stars, so the score and the average rating can move differently.
- Read the feedback list weekly; it's the quickest way to find a fixable problem.