CSAT score

Term name

CSAT score (previously satisfaction score (%))

Purpose

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

For more information, refer to the CSAT guide.

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

For more information, refer to the CSAT guide.