CSAT rating

Term name

CSAT rating (previously satisfaction score (avg))

Purpose

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

Definition

Average survey responses in the period (1-5 scale).

Location & attribution

• Customer satisfaction report

  • Key metrics 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

FAQ

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