The tab "Satisfaction" in the Analytics section shows data around your conversations and CSAT ratings that you have received.


What is the CSAT methodology?

Customer Satisfaction (CSAT) is probably the most widely recognised measure of customer sentiment used by businesses. Ratings on a scale from 1 (very unsatisfied) to 5 (very satisfied) are collected and CSAT is then calculated with the following equation:

The individual elements of the calculation are defined as follows:

  • Total number of satisfied ratings: Any rating where the score was a 4 or a 5
  • Total number of ratings: Your overall number of ratings
  • “x 100”: We multiply the result from the division equation to get a whole number

Note that CSAT always rounds to a whole number. So instead of 86.79, you would see a score of 87.


Filters on this dashboard

You can filter this dashboard by agents, queues, channels and contact points. 

Contact point is the way your customer contacts you via either an email address, phone number, chat widget, Facebook Messenger page or WhatsApp phone number. 

Note that if a specific option within a filter does not show up (for example you can't find a specific queue) it's most likely because there are no ratings matching that option (so no ratings in the specific queue) within the selected time period.

The filters are not connected, so the list of e.g. contact points won't change depending on the channel you've chosen.


Overall Satisfaction Score

  • CSAT score - Calculation: Based on the CSAT methodology outlined above, the CSAT score is calculated for the selected time period and any potential other filters that are chosen.
  • Ratings distribution - Calculation: this chart shows how many ratings received a certain score from 1 (very unsatisfied) to 5 (very satisfied). So you can deduce how the rating scores are distributed for the selected time period and any potential other filters that are chosen.

  • CSAT score (Per day) - Calculation: This line chart displays the CSAT score per day of the selected time period. The CSAT score is calculated based on the CSAT methodology outlined above and takes into account any potential filters that are chosen.
  • Conversation assignments (Per Day) - Calculation: This line graph shows the distribution of your total number of conversation assignments per day within the selected period. It can be helpful to compare your CSAT score per day with the volume of conversation assignments per day, so you can spot trends where your teams performance might go down due to high conversation volumes.

  • CSAT score (Per queue) - Calculation: This bar chart displays the CSAT score per queue. The CSAT score is calculated based on the CSAT methodology outlined above and takes into account the selected time period and any other potential filters that are chosen.
  • CSAT score (Per channel) - Calculation: This bar chart displays the CSAT score per channel. The CSAT score is calculated based on the CSAT methodology outlined above and takes into account the selected time period and any other potential filters that are chosen.

Agent Satisfaction Scores

  • CSAT score (Per agent) - Calculation: This bar chart displays the CSAT score for each agent. The CSAT score is calculated based on the CSAT methodology outlined above and takes into account the selected time period and any other potential filters that are chosen.
  • Number of ratings received per agent - Calculation: This table displays how many ratings the individual agents have received in the selected time period and taking into account any other potential filters that are chosen. It can be helpful to compare the CSAT scores of agents to how many ratings they received to add some context to the scores.


Satisfaction Ratings Overview
  • Additional filter option - Rating score: this table you can filter by rating score in addition to the globally available filters at the top.
  • Table overview: This list view of all the ratings that you have received provides the detailed overview that is needed when looking at the performance of individual agents. It includes the agent name, rating score, rating comment, channel, queue, contact point and the conversation ID of the individual ratings. Tip! You can hover over the right end of a column to adjust the size of it - for example to reveal the text in very long comments. 
Survey Statistics

  • Rating funnel statistics - Calculations: The top of the funnel shows how many ratings were offered to customers in the selected time period (also taking into account potential other filters chosen). Below you can then see how many rating scores you received in the selected time period (also taking into account potential other filters chosen). In the bottom you can see how many of the ratings you received also received a comment in the selected time period (also taking into account potential other filters chosen).
  • Ratings offered - Calculation: This metric shows how many ratings were offered to customers in the selected time period (also taking into account potential other filters chosen).
  • Ratings received - Calculation: This metric shows how many ratings you received in the selected time period (also taking into account potential other filters chosen).
  • Response rate - Calculation: This metric is calculated as the relation between how many ratings you received compared to how many were offered: 'Ratings received' / 'Ratings offered' * 100. The response rate also takes into account the selected time period and any other potential filters that are chosen.

Download data from graphs

All graphs in the "Satisfaction" dashboard allow you to download the underlying data in a csv format.

  • Hover over the cart
  • See a download icon appear in the upper right corner of the chart
  • Choose "Download data" and receive the data in a csv file