CSAT
The CSAT report answers the most direct question you can ask a customer: "How satisfied are you?" It's the quickest read on whether a recent experience landed well — and the fastest way to spot which channels, stores or surveys are lifting your satisfaction and which are quietly dragging it down. If you own the customer experience for a brand, market or touchpoint, this is the report to open when you want to know who's happy, who isn't, and where to look next.
Customer Satisfaction is measured on a 1–5 scale, and responses are grouped into three segments:
- Happy — your satisfied customers.
- Neutral — the on-the-fence middle.
- Unhappy — the experiences that didn't land.
Tracking the movement between these segments month to month tells you whether things are getting better or worse, well before a single average score would.
What you'll see
A typical CSAT report includes:
- A headline gauge — your overall CSAT score on the 1–5 scale, with a year-over-year delta and total responses so the number always comes with context.
- Three segment donuts — the share of Happy, Neutral and Unhappy responses at a glance.
- A Timeline combo chart — monthly stacked bars showing the segment mix as a percentage, with your CSAT trend line overlaid so you can see direction and composition together.
- A by-Questionnaire table — each survey's CSAT score with an in-cell bar, plus both a score delta and a response-volume delta versus the prior period. It's sortable, with a grand total at the bottom.
- A Timeline by Questionnaire chart — a grouped bar view of each survey's score month by month, so you can compare touchpoints side by side over time.
Filter the whole report by date range, workspace and questionnaire to focus on the brand, market or touchpoint you care about — offline retail, call center, store pick-up, home delivery, returns and more.
Put it to work
- Find the drag. Sort the by-Questionnaire table to surface the surveys pulling your overall score down, and act on those first.
- Prioritize by impact. Use the dual deltas to tell a meaningful dip on a busy touchpoint from noise on a low-volume one.
- Track the shift, not just the score. Watch the Timeline's stacked bars — a growing Unhappy slice is an early-warning sign even if the average hasn't moved much yet.
- Compare touchpoints. Use the by-Questionnaire timeline to see whether returns, delivery or pickup are converging or drifting apart.
Watch the deltas, not just the score
A flat CSAT can hide a lot of movement underneath. Read the score delta and the volume delta together: a small drop on a high-volume survey usually deserves attention before a large swing on a survey almost no one answered.