CSAT Reporting 2.0: Enhanced Customer Satisfaction Insights

We're excited to introduce a major upgrade to our CSAT reporting capabilities, bringing you deeper insights and industry-standard metrics to better understand and improve customer satisfaction. We have designed these improvements to help you:

• Share concrete evidence of team performance with stakeholders through the new comment highlights feature

• Access industry-standard satisfaction metrics without manual recalculation

• Get deeper insights with enhanced time-series analysis and breakdown capabilities

🎯 Industry-Standard Metrics, Enhanced Capabilities, and Visualization

• Introducing Satisfaction Score: Track the percentage of 4 and 5-star ratings, aligned with industry benchmarks

• Renamed "Customer Satisfaction" to Average CSAT for clearer metric interpretation

• Added dynamic CSAT trends chart with flexible breakdowns by agent, contact reason, channel, and integration

• Aggregation range extended to 1 year

• New filters and Saved filters can now be used on the CSAT report

💬 Voice of Customer

• New Comment Highlights feature showcasing top positive and critical feedback

• Comprehensive scored surveys table with sorting and pagination, plus robust export capabilities

Other improvements

🆕 Re-score CSAT Surveys and Enhanced Tracking

We've listened to your feedback and provided the ability to re-score CSAT surveys! Customers who want to change their scores can now reuse their original survey link. This means when you turn a dissatisfied customer into a satisfied one, your CSAT rates will reflect the improvement.

To make tracking CSAT survey delivery easier, we've also added new events to the ticket timeline that explain why certain tickets receive a CSAT survey and other don’t.

Upgrade your CX game with these powerful new features and drive customer satisfaction improvements with confidence.