CSAT Responses

On your Dashboard, there is a block called CSAT Summary.

This block details several points of data:

• How many surveys were received
• Average CSAT rating
• Count and percentage of each CSAT star received

If you scroll down a bit farther, you will see a block called CSAT Responses. This section details:

• Number of CSAT responses received
• Positive CSAT feedback
  • The top two summaries most customers liked about the service 
• Negative CSAT responses
  • The two main summaries most customers wish was improved about the service

Below this information, you can click on the individual CSATs left by each customer. This shows you the date and time their CSAT was left, the subject line of the ticket worked, and what option they selected when leaving their CSAT.