| Term name |
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 |
- 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)
- Customer Experience report
- Customer Satisfaction
- Sample feedback - Five most recent ratings within the period selected are provided
- Changes Over Time - A score is counted on the the day it is submitted
- Contacts table - Attributed to the contact(s) involved in the conversation.
- Accounts table - Attributed to the account(s) involved in the conversation.
|
| FAQ |
For more information, refer to the CSAT guide |
