Customer Satisfaction (CSAT)
Collect satisfaction ratings and track support quality over time.
After conversations, customers rate their experience on a 5-point scale. You get a dashboard to track satisfaction trends.
How surveys work
- Customers receive a satisfaction survey during or after a conversation.
- They rate their experience from 1 to 5 stars.
- Responses land in your CSAT dashboard with the contact's details.
- Your overall score updates in real time.
Rating scale
| Rating | Label | Category |
|---|---|---|
| 5 stars | Very satisfied | Positive |
| 4 stars | Satisfied | Positive |
| 3 stars | Neutral | Neutral |
| 2 stars | Unsatisfied | Negative |
| 1 star | Very unsatisfied | Negative |
Your CSAT dashboard
Go to CSAT in the sidebar. The top of the page shows your key metrics.
CSAT score
The percentage of Positive responses (4 and 5 stars) out of all responses — the industry-standard way to measure customer satisfaction.
Response breakdown
- Total Responses — Survey responses collected
- Positive — Responses rated 4 or 5 stars
- Neutral — Responses rated 3 stars
- Negative — Responses rated 1 or 2 stars
Viewing responses
Below the metrics, a table lists every individual response. Each row shows:
- Contact name and avatar
- Phone number or email
- Star rating (shown visually)
- Channel — Where the conversation happened
- Response date
Filtering responses
Use the rating filter at the top of the table to focus on specific ratings:
- All — Show every response
- 5 stars through 1 star — Filter to a single rating
Searching
Use the search box to find responses by contact name, phone number, or email.
Sorting
Click column headers to sort by:
- Rating — Highest or lowest first
- Response Date — Most recent or oldest first
Getting value from CSAT
- Check your score regularly — A dipping score is an early warning that something needs attention.
- Read negative responses — 1- and 2-star ratings reveal common pain points.
- Share high scores — Pass positive feedback to your team to boost morale.
- Watch trends — A rising score tells you your changes are working.
- Combine with conversation insights — Pair CSAT with Conversation Insights for a complete picture of support quality.
Related topics
- Insights Overview — Your analytics home base
- Conversation Insights — Response times, sentiment, and conversation patterns