Review customer satisfaction
Read CSAT scores with their response volume, speed context, and survey settings.
A customer leaves a two-star rating. Why? Customer satisfaction shows the score and any comment, but you still need the conversation: the customer may have waited too long, or disagreed with a refund policy the operator couldn't change.
Read the current picture
Open Customer satisfaction to see the average score, response count, response rate, operator results, and recent comments. The sample has five ratings averaging 3.8 out of five. That is too small a group to judge an entire team. Read the comments and compare the response rate.
Change the comparison window
Choose seven days to see what changed after a recent adjustment. For a team review, compare 30 and 90 days instead. One unusual rating matters less when the sample contains more responses.
Check the survey configuration
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.
Translate questions and follow-up copy
Customer-facing survey text can vary by enabled site language. Set the rating question, comment placeholder, low-score follow-up and thank-you copy in each supported locale. A TopSoft4U shop serving Polish and English customers should review both versions before publishing. Check their individual publication status rather than relying on the dashboard language.
Investigate a falling score
Compare the 7, 30 and 90-day ranges to see whether the change is recent or persistent. Inspect the rating distribution and response count before drawing conclusions. Read the comments and check operator analytics, especially when the sample is small.
Read the comments first. Then open the conversations behind the lowest scores and check the response times. A disappointing outcome might come from a slow handoff, an unclear answer or a return policy outside the operator's control. Coach the specific behavior you can change.
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