CSAT score

Edited

Term name

CSAT score (previously satisfaction score (%))

Purpose

Track the overall satisfaction of your customers with your product or service.

Definition

Percent of survey responses in the period that received a 4 or 5-star rating.

Location & attribution

  • Customer satisfaction report

    • Key metrics chart

    • Ratings chart

    • Customer satisfaction over time chart - A score is counted on the the day it is submitted

    • Customer satisfaction details table - Attributed to the teammate, contact, or account involved in the conversation.

  • Team performance report

    • Team performance table - Scores are averaged by teammate in the period. A score is counted for the teammate whose signature was clicked (for signature responses) or who was the last sender of a message prior to the survey rating (for auto-reply responses)

FAQ

  • CSAT scores can be viewed by customer scores only, Smart CSAT scores only, or overall score (both customer ratings and Smart CSAT scores)