Overview
Welcome to the CSAT (Customer Satisfaction) Dashboard—your central hub for understanding how customers feel about their experiences.
Whether you're a CX leader, team manager, or QA analyst, this dashboard gives you a clear, real-time view into satisfaction scores, feedback trends, and agent performance. It’s designed to help you surface what’s working, spot pain points before they grow, and drive smarter, faster decisions across your team.
By exploring the CSAT Dashboard, you’ll be able to:
- Monitor customer sentiment with precision.
- Identify top-performing agents and areas needing improvement.
- Uncover the root causes of dissatisfaction using detailed breakdowns.
- Take proactive steps to improve service quality, team coaching, and operational outcomes.
Each section of the dashboard is built to help you connect the dots between feedback, behavior, and performance—making it easier to deliver the experiences your customers expect.
How to Find the CSAT Dashboard
To access the CSAT Dashboard, select the "Satisfaction" tab located within the main navigation menu of your HiQ dashboard.
Understanding the CSAT Dashboard Sections
CSAT Summary
This section provides an instant overview of total customer responses, average satisfaction ratings, and distributions of negative versus positive feedback.
Use Case: Quickly detect sudden shifts in customer sentiment, proactively investigate spikes in negative ratings, and swiftly address emerging customer issues before they escalate.
Ticket Survey Volume
This chart visualizes trends in customer satisfaction ratings and survey volume, allowing comparisons between the current and previous time periods.
Use Case: Identify correlations between changes in satisfaction scores and operational events—such as staffing adjustments, policy changes, or new product launches—to pinpoint factors affecting customer experience, guiding informed strategic responses.
CSAT Trend
Displays detailed breakdowns of customer ratings (from 1-5 stars) over time, clearly highlighting patterns in customer feedback.
Use Case: Spot early trends indicating declining satisfaction, enabling your team to proactively address underlying causes, enhance agent training, or adjust policies to prevent widespread customer dissatisfaction.
CSAT Scores by Primary Contact Reason
Presents customer satisfaction segmented by the primary reason customers reach out, clearly highlighting key drivers of dissatisfaction.
Use Case: Quickly identify the most frequent or severe issues negatively impacting customers, empowering your team to prioritize and implement targeted operational changes to significantly improve customer experience and reduce recurring problems.
CSAT Scores by Evaluation Reason
Breaks down satisfaction scores according to specific evaluation reasons, such as agent interaction, product issues, or policy-related problems.
Use Case: Understand precisely why customers are satisfied or dissatisfied, enabling tailored training programs, policy adjustments, and targeted improvements to agent interactions—preventing common causes of dissatisfaction and enhancing overall customer interactions.
CSAT Scores by Ticket Forms
Details customer satisfaction segmented by different Zendesk ticket forms, clearly showing which forms lead to higher or lower customer satisfaction.
🖼️ [Placeholder: Screenshot of Ticket Forms satisfaction donut chart]
Screenshot 8: Ticket Form Satisfaction Analysis
Use Case: Pinpoint process or workflow issues associated with specific ticket types, allowing your team to redesign or simplify problematic ticket handling processes, thereby improving customer satisfaction and operational efficiency.
CSAT Leaderboard
Ranks individual agents based on their customer satisfaction performance, offering transparency into strengths and areas for improvement at the agent level.
🖼️ [Placeholder: Screenshot of the CSAT Leaderboard]
Screenshot 9: Agent Performance Leaderboard
Use Case: Recognize and reward top performers, identify coaching opportunities for agents who are struggling, and provide personalized feedback and training. This proactive approach fosters continuous improvement, motivates agents, and significantly enhances overall team performance.