Overview About Customer Satisfaction Report
A customer satisfaction (CSAT) report helps you to track and analyze customer satisfaction. Using this report, you can get insight into customers’ satisfaction with the service provided. It is an easy way to measure customer satisfaction exactly. The sentiment of customers is divided into three categories. For a 5-point rating scale, it is classified as mentioned below,
Positive – Rating Points (4,5)
Neutral – Rating (3)
Negative – Rating (1,2)
An important metric to look out for in this report is the Customer Satisfaction Score (CSAT Score). A CSAT Score of 75% to 85% is considered good.
CSAT Score = (Positive Rating * 100) / Total Responses
Checkout this video for more details.
How to Access the CSAT Report
In Admin center, choose the Reports module to open the Customer Satisfaction Report.
Report Features
The satisfaction report consists of the following key components:
1. Count-Related Statistics Widgets
These widgets display high-level metrics such as:
- Survey Responses – Total number of surveys (Sent Survey, Responses Received, and Response Rates)
- Sentiment Distribution – Breakdown of responses into Positive, Neutral, and Negative categories.
- CSAT Score – Calculated using the formula: A score between 75% and 85% is considered good.
2. Detailed Feedback View
This section allows you to:
- Drill down into individual responses for deeper analysis.
- Review customer comments provided during feedback submission.
- Apply filters (e.g., by agent, brand, date range, ticket category) to focus on specific data sets.
The CSAT report provides detailed feedback and sentiment distribution for responses received. However, tracking surveys sent versus responded and customizing dashboards for survey metrics may require additional setup or a custom dashboard. Learn more on How to Create and Manage Custom Dashboard.
Filters
Various filters available in this report are explained below:
| Brand | Filters data based on the selected brand. |
| Date Range | Filters data based on the selected date range on which the worklog is created. |
| Worklog Date | Filters data based on the selected date range on which date the work is logged. |
| Agent | Filters data based on an agent who has logged the work. |
| Contact | Filters data based on a customer who requested the ticket for which the work is logged. |
| Billable | Filters data based on the time logged for the billable work |
| Ticket Category | Filters data based on ticket category. |
| Contact Group | Filters data based on the contact group of customers associated with the ticket when work is logged to the ticket. |
| Feedback Comments | Filters data which includes the comments which were added while giving the feedback. |
Actionable items
The customer satisfaction (CSAT) report supports the following two actions:
- Adding a private note to a ticket
- Adding tags to a ticket
To add a private note or tag, select a worklog entry and choose the appropriate action near the specific contact.
Use Case: Support managers/leads can quickly add a note or tag a ticket for further review by an agent, without opening a ticket.
CSAT Feedback on the Dashboard
The CSAT feedback on the Home dashboard shows results from the last 30 days only. Older ratings will not be visible. To access the complete feedback history, use the Customer Satisfaction Report in the Reports module. This report tracks all feedback over time, allowing you to analyse trends and review older ratings.
Agent’s role must have the required permission enabled to access this report. For permission details, refer to the screenshot below.
FAQ
- Is it possible to create and customise separate surveys Question for different scenarios?
Absolutely. BoldDesk supports survey customisation. You can:
- Create multiple survey templates
- Customise survey questions to suit specific interactions
- How can I track how many surveys were sent and how customers responded?
You can use BoldDesk’s reporting and dashboard features to monitor survey performance. These tools help you track:
- Total number of surveys (sent, responses, and response rates)
- CSAT scores
- Detailed feedback from responses
- Does BoldDesk provide system default dashboards for tracking survey metrics and responses?
Yes, BoldDesk provides CSAT report for tracking various metrics, including survey-related insights. These dashboards are available in the Reports module.
