Analytics · Customer satisfaction
See how customers rate their chats with you, and follow up on low scores.
Overview
When customer feedback is turned on, customers can rate a chat with 1 to 5 stars, say whether they got what they needed, and leave a comment. This page shows those answers: your satisfaction score, average rating, how many customers said their question was solved, and every piece of feedback with a link back to the chat.
Features
Your scores
Positive CSAT is the share of star ratings that are 4 or 5. You also see the Average rating, the Reported resolution rate (customers who said Yes to "Did you get what you needed?") and the Response rate (answers out of surveys actually shown).
Rating distribution
How many 1, 2, 3, 4 and 5 star ratings you received in the period.
Feedback history
Every answer with its stars, resolution, reason and comment, plus the channel and whether the chat was handled by AI, a person, or both. Press Open interaction to jump to that part of the conversation, and Mark reviewed when you have dealt with it.
Filters
Pick dates with From and To, and filter by Channel or Source. Under Filters you can narrow by Interaction type, Handled by, Rating, Customer-reported resolution, Follow-up needed or Website page.
Export feedback
Download the feedback as a spreadsheet file. An export holds up to 10,000 rows, so use a shorter date range for more.
Common tasks
Review low ratings
About 3 min- In the sidebar, open Analytics, then Customer satisfaction.
- Open Filters and choose a low Rating, or Follow-up needed.
- Press Open interaction on a card to read the chat, then press Mark reviewed.
Tips
Frequently asked questions
Was this page helpful?