CSAT score

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

• Custom report

  • Line chart

  • Key metrics chart

  • Pie chart

• 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)