The customer satisfaction report (CSAT)

📍 Where to find it: Reports → CSAT

The CSAT report shows what your customers think of your service: their satisfaction rating after a conversation, the survey response rate, and the details of each piece of feedback (rating, comment, agent involved).

How it works

When the satisfaction survey is enabled on an inbox, the customer receives a request to rate the conversation at the end of it. Madyis Hub aggregates these responses into three metrics (Total responses, Satisfaction score, Response rate), shows the breakdown of ratings, and lists each response in a table you can filter by agent, inbox, team and rating. You can also add internal evaluation notes to each piece of feedback (a feature reserved for higher plans).

Step by step

1. First enable the CSAT survey on the relevant inbox (inbox settings, configuration tab).
2. Open "Reports" then the "CSAT" tab.
3. Choose the date range and, if needed, filter by agent, inbox, team or rating.
4. Read the three metrics at the top and the "Rating breakdown".
5. Browse the table to read each customer comment and the agent who handled the conversation.
6. Click "Download CSAT reports" to export the responses.

Good to know

• Without a CSAT survey enabled on at least one inbox, this report will stay empty.
• The "Satisfaction score" is the percentage of positive responses; the "Response rate" indicates how many customers who were asked actually replied.
• The internal "Evaluation notes" (private context on each piece of feedback) are available only in the Business plans and above.