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Overview About Customer Satisfaction Report

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A customer satisfaction (CSAT) report helps you to track and analyze customer satisfaction. Using this report, you can get insight into customers’ satisfaction for 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.

In Admin center, choose the Reports module to open the Customer Satisfaction Report.

Customer Satisfaction Report.png

The satisfaction report consists of count-related statistics widgets and a detailed feedback view.

Count-related Statistics Widget View.png

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 was added while giving the feedback.

CSAT_Filters.png

Actionable items

The worklog 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.

Adding Notes and Updating Tags Options.png

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