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Satisfaction (CSAT)Updated 5 months ago

Using the Customer Satisfaction Survey will give you great insight into how your agents are responding to inquiries and what exactly needs to improve.

You can see how many surveys were sent out over a specified time period, how many were responded to, the average rating, and the rating distribution. You'll also see how this changed in comparison to the previous period - you can hover over the percentage to see the delta it's being compared against.

Below these data sets, you'll see a list of all of the Satisfaction Surveys that received a response. If the customer left a comment on the response, you'll see that as a clickable link under the Comment column. If they didn't leave a response, there'll be a link to the ticket. 

To see a breakdown per agent, simply navigate back up to the Agent section of Statistics.

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