Satisfaction Score
Last updated
Was this helpful?
Last updated
Was this helpful?
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.
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
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 Bridge Live Chat or Freshchat
You can adjust themes to match your brand voice through the request portal
Questions cannot be added or removed but can be reworded via the theme adjustments
CSAT Entries report lets you see the feedback data provided by the end user after completing chatting with AI Chat or a live agent.
Go to Dashboard → Data
Search CSAT Entries
Choose time frame
Hit ‘View’ or ‘Download’
Chat Page → Page Name and ID that end user submitted CSAT Feedback from
CsatIssueAddressed → YES/NO to the question, “Did we address your issue?”
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
Submission Code → Satisfi’s submission code for the conversation
If you want to set up this feature, use the request portal HERE. 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.
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.
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.
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.
