# Satisfaction Score

## Overview

CSAT is a handy end-of-conversation survey that lets your customers rate and share comments about their experience chatting with AI Chat or a live agent. This feature is included in the subscription. It is available through Web and Web Inapp. 

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* The CSAT feature is triggered when the user says **“thanks” or “bye”**
* The user clicks on ‘Leave Feedback’
* The user gets a simple 3-step survey to evaluate a conversation
* The user completes CSAT survey
* Survey data is stored in the Satisfi Dashboard

<figure><img src="/files/IWIS8sp5759766D9bEPK" alt=""><figcaption></figcaption></figure>
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{% tab title="How CSAT Live Chat Works" %}

* A user escalates to a live agent
* The user engages in a conversation with a live agent, and when the conversation is over, a live agent resolves the conversation
* The user gets a simple 3-step survey to evaluate a conversation
* User completes CSAT survey
* Survey data is stored in the Satisfi Dashboard

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## Benefits

<table data-view="cards"><thead><tr><th align="center"></th><th align="center"></th><th></th></tr></thead><tbody><tr><td align="center"><h4>Enhance Customer Insights</h4></td><td align="center">CSAT surveys provide a clear gauge of customer satisfaction, offering valuable insights into meeting customer expectations and understanding how effectively AI Chat or live agents handle conversations. </td><td></td></tr><tr><td align="center"><h4>Empower Employee Performance</h4></td><td align="center">Linking CSAT scores to specific interactions or live agents empowers you to recognize and reward high-performing employees. Simultaneously, it highlights areas for additional training or support, ensuring a consistently excellent customer service team.</td><td></td></tr><tr><td align="center"><h4>Drive Ongoing Improvement</h4></td><td align="center">CSAT surveys contribute to a culture of continuous improvement. Regularly analyzing customer feedback using our reporting enables you to make informed decisions and evolve your offerings based on customer preferences.</td><td></td></tr></tbody></table>

## Feature Functionality

* The feature is available on the Web and Web Inapp
* You can connect reporting through the API
* You can download reporting using the Dashboard → Data
* You can set up CSAT for live conversations if you have **Live Agent Engine** or **Freshchat**
* You can adjust themes to match your brand voice through the request portal&#x20;
* Questions cannot be added or removed, but can be reworded via the theme adjustments

## Data & Reporting

CSAT Entries report lets you see the feedback data provided by the end user after completing chatting with AI Chat or a live agent.

### View/Download Your Report

1. Go to Dashboard → Data
2. Search CSAT Entries
3. Choose time frame
4. Hit ‘View’ or ‘Download’

### Available Data&#x20;

* Chat Page → Page Name and ID that end user submitted CSAT Feedback from
* CsatIssueAddressed → YES/NO to the question, “Did we address your issue?”&#x20;
* CSAT rating provided → Numeric value from 1-5 that the end user submitted as a rating for their escalated conversation
* Comments → Any additional comments that the end user provided as feedback
* DateTime collected → Date and Time that CSAT feedback was submitted
* TimeZone → Timezone of Date and Time CSAT feedback was submitted
* Client EndUser ID (if applicable) →  External user ID
* Customer Code → Satisfi’s customer code for the user&#x20;
* Submission Code → Satisfi’s submission code for the conversation

<figure><img src="/files/KqIj5qTCpPIN5iYfFGbE" alt=""><figcaption></figcaption></figure>

## Installation

If you want to set up this feature, use the request portal [**HERE**](https://satisfi-labs.atlassian.net/servicedesk/customer/portal/10/group/45/create/178). Our implementation team will then contact you and install the feature with a default theme. You can provide theme adjustments upon request. However, you cannot adjust the CSAT flow itself at this time.


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