Customer Satisfaction Analytics

Measure customer happiness with your support experience.

CSAT Basics

What is CSAT?

Customer Satisfaction Score measures how happy customers are with their support experience.

Formula:

CSAT = (Positive Responses / Total Responses) × 100

Rating Scale

Customers rate their experience:

• 😊 Great (Positive)
• 😐 Okay (Neutral)
• 😞 Bad (Negative)

Or numeric scales (1-5, 1-10).

Viewing CSAT Data

Dashboard Widget

Quick view showing:

• Current CSAT score
• Trend direction
• Response count

CSAT Report

Detailed analysis with:

• Score over time
• Breakdowns by segment
• Individual responses
• Feedback comments

CSAT Metrics

Overall CSAT Score

Percentage of positive ratings.

Benchmark targets:

• Good: 75-85%
• Great: 85-95%
• Excellent: 95%+

Response Rate

Percentage of customers who submit ratings.

Benchmark targets:

• Typical: 10-20%
• Good: 20-30%
• Excellent: 30%+

Net Promoter Score (NPS)

Would customers recommend you?

• Promoters (9-10)
• Passives (7-8)
• Detractors (0-6)

Formula: NPS = % Promoters - % Detractors

CSAT Breakdowns

By Agent

Use for: Identifying coaching opportunities.

By Channel

Use for: Understanding channel experience.

By Priority

Use for: Urgent issues often have frustrated customers.

By Category

Use for: Identifying problem areas.

By Resolution Time

Use for: Proving speed matters.

Feedback Analysis

Comment Categories

Analyze open-ended feedback:

Positive themes:

• Fast response
• Helpful agent
• Problem solved
• Friendly service

Negative themes:

• Slow response
• Issue not resolved
• Repeated contact
• Unhelpful response

Sentiment Analysis

AI categorizes feedback by sentiment:

• Positive
• Neutral
• Negative

Word Cloud

Common words in feedback visualized to spot patterns.

CSAT Collection

When to Survey

Options:

• After ticket resolved
• After agent reply
• Triggered manually

Best practice: Survey after resolution to measure full experience.

Survey Methods

Email survey:

• Sent after ticket closes
• Includes rating + comment

In-reply survey:

• Appears in conversation
• Quick one-click rating

Widget survey:

• Appears in chat widget
• Immediate feedback

Survey Timing

CSAT Trends

Monitoring Over Time

Track CSAT weekly/monthly to identify:

• Improving or declining satisfaction
• Impact of changes
• Seasonal patterns

Correlation Analysis

Look for relationships:

• Response time ↑ = CSAT ↓
• First contact resolution ↑ = CSAT ↑
• Agent training → CSAT ↑

Low CSAT Response

Immediate Follow-up

When customers rate poorly:

1. Alert triggered
2. Manager reviews
3. Follow-up if appropriate
4. Document resolution

Automation

Trigger: CSAT rating = Negative
Actions:
  - Notify manager
  - Add tag "follow-up-needed"
  - Create task for agent

Recovery Actions

Options for unhappy customers:

• Apology + explanation
• Escalation to senior
• Compensation (if applicable)
• Callback offer

Improving CSAT

Quick Wins

• Respond faster
• Use customer names
• Acknowledge frustration
• Confirm resolution

Process Improvements

• Better first responses
• Reduce transfers
• Improve knowledge base
• Train on soft skills

Measure and Iterate

• Set improvement goals
• Track progress weekly
• Celebrate wins
• Address setbacks

Reports

CSAT Summary Report

• Overall score
• Response rate
• Trend chart
• Top/bottom performers

Feedback Detail Report

• All responses
• Comments
• Filters by date, agent, rating

Weekly CSAT Email

Automated summary:

• This week's score
• Comparison to last week
• Notable feedback

Best Practices

Encourage Responses

• Make surveys easy (one-click)
• Thank customers for feedback
• Show feedback matters

Act on Feedback

• Read every comment
• Respond to criticism
• Implement suggestions
• Close the loop

Don't Game the Score

Avoid:

• Only surveying happy customers
• Pressuring for good ratings
• Ignoring negative feedback

Context Matters

Consider:

• Issue complexity affects satisfaction
• Some customers harder to please
• External factors influence ratings

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