Satisfaction survey report
Use this board to help you understand the experience and feedback customers leave in your inbox(es). This feature may not be available with your plan.
This board is designed to help you answer questions such as:
- What is our average satisfaction score for a given inbox?
- Which users receive the highest/lowest CSAT scores?
- Which channel is performing the best/worst?
Filters and tools
There are a variety of filters available for you to use to customize the data you see on the cards:
| Category | Description/Options |
|---|---|
| Date range | Choose from several curated options or use the calendar to enter a custom date range. |
| Channels | Search for and select the channel type(s) you want to see data for. |
| Search for and select the inbox(es) you want to see data for. | |
| Search for and select the user(s) you want to see data for. | |
| Select the score(s) you want to see data for. | |
| Determine if you want to see all responses with and/or without text feedback. |
You also have the following tools:
- Use Save as to save custom copies of these boards with the desired filters. Once you've saved a custom board, you'll also have the option to Schedule, Update, Share, Rename or Delete that board.
- Use Reset all to clear the filters to their default state.
- Use the settings gear to rearrange the available cards if desired.
Cards
| Card | Description |
|---|---|
| Average satisfaction score | Shows the average score given out of 5 for the selected time period. |
| Response rate | Shows how many people responded to your survey out of the total amount of conversations during the selected time period, how many of those were satisfied, and what the volume was. |
| Survey results | Shows all surveys for the selected time period with their score, any provided feedback, the customer and user involved, the queue the conversation took place in, and the date of the conversation. Select an entry to open the conversation and see more details. |