Read CSAT scores with their response volume, speed context, and survey settings.
CSAT tells you how a visitor rated an interaction. It does not explain why, so read the comments and compare the score with response time before changing a process.
Open CSAT Surveys to see the average score, response count, response rate, operator results, and recent comments. A high average with very few responses is a weak signal; check the response rate alongside it.
Use the range selector to compare seven, 30, or 90 days. A longer range smooths out a single difficult conversation and makes the score more useful for a team review.
Scroll to Survey Configuration to review when the survey appears, which rating scale it uses, and whether comments are required. Change one setting at a time so a score change still has an obvious cause.
Read a few comments before you coach an operator. They usually tell you whether the problem was tone, speed, or a missing follow-up.
Last updated: Jul 23, 2026
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