Overview of Chat Customer Satisfaction (CSAT) Report
A customer satisfaction (CSAT) report helps you 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 – Ratings 4 and 5
- Neutral – Rating 3
- Negative – Ratings 1 and 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.
Formula
CSAT Score = (Positive Ratings × 100) / Total Responses
How to Access the Chat CSAT Report
- In the Agent Portal, open Reports.
- Select Customer Satisfaction Report.
- On the report page, open the Chat tab.
Report Features
The satisfaction report consists of the following key components:
1. Count‑Related Statistics Widgets
These widgets display high‑level chat CSAT metrics:
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CSAT Score – The percentage of Positive ratings out of Total Responses (see formula above).
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Survey Response – A summary of Sent and Responses, plus the Response % for the selected filters.
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Sentiment Distribution – Breakdown of ratings into Positive, Neutral, and Negative with both counts and percentages.
2. Detailed Feedback View
Use the Survey Details grid to analyze individual responses:
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Review Rating (with points), Rated On, Rated By, and Feedback comments.
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See who was evaluated in Rated Agent / Rated Group (when applicable).
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Adjust visible fields via Columns (top‑right of the table).
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Apply report‑level filters to narrow the dataset to the exact slice you need.
Filters
These filters help refine the results shown in your Chat CSAT report:
| Filter | Description |
|---|---|
| Brand | Filters chat feedback by brand |
| Date Range | Filters based on the date the chat survey response was received. |
| Advanced Filters | Filters responses using additional conversation‑level criteria. |
| Rating Category | Filters results by Positive, Neutral, or Negative rating groups. |
| Rating Points | Filters results by specific rating values (1–5). |
| Feedback Comments | Shows only responses that include customer comments. |
CSAT Feedback on the Dashboard
The Home Dashboard displays chat CSAT results from the last 30 days only. To view complete historical data, use the Customer Satisfaction Report in the Reports module. This report provides:
- Long‑term trends
- Full chat feedback history
- Filters for deeper analysis
Agents must have the appropriate role permissions enabled to access the CSAT Report.
Troubleshooting (access and data scoping)
A user cannot see the Customer Satisfaction Report
Confirm the agent has the required role permissions to access the CSAT report.
Chat CSAT data looks incomplete
If viewing Home Dashboard, results are limited to the last 30 days. Use Reports → Customer Satisfaction Report → Chat for historical results.
Numbers do not match expectations for a time window
Confirm the Date Range is understood as the date the survey response was received (not another chat timestamp).
FAQ
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Can different survey questions be created for different scenarios?
Yes. BoldDesk supports survey customization with multiple survey templates for different interactions in the organization’s survey settings. -
How do I track how many surveys were sent and how customers responded?
Use the Survey Response widget for Sent, Responses, and Response %, and use filters plus the Survey Details grid for deeper analysis. -
Does BoldDesk provide dashboards for survey metrics and responses?
Yes. Reports → Customer Satisfaction Report provides CSAT score, sentiment distribution, response counts, and per-response details for Chat (and Tickets on its respective tab).
