Reports and customer satisfaction

Review customer satisfaction (CSAT) reports

Use CSAT scores and customer comments to understand the service experience.

Published · Updated

A customer satisfaction report is most useful when you read the scores together with the comments behind them.

Before you start

CSAT surveys must be enabled for relevant conversations and responses must exist in the selected period.

Steps

  1. 1

    Open the report

    Go to Reports and open Customer Satisfaction (CSAT) if it is available to your account.

  2. 2

    Set the period and scope

    Choose the date range and relevant inbox or team.

  3. 3

    Read scores and comments

    Review response counts, ratings, and comments; open related conversations for context.

  4. 4

    Choose an action

    Record recurring themes and share them with the team to improve replies or service steps.

Check the result

You can connect a repeated issue to real conversations and a clear improvement action.