Note: The CSAT widget and Advanced CSAT Performance report described in this article apply to New CSAT only—accounts that signed up after December 2025 or upgraded to New CSAT. If your account uses legacy CSAT, these Analytics features are not available.


The Customer Satisfaction (CSAT) widget and report help you understand how your support team is performing from your customers' perspective. While the CSAT widget provides a quick view of key customer satisfaction metrics, the CSAT curated report enables you to analyze survey responses, identify the factors influencing CSAT, and compare customer satisfaction across agents and support groups to uncover opportunities for improvement.


CSAT dashboard widget

When you create a new dashboard, you can add a CSAT widget from the Live widgets library. Select the Group whose customer satisfaction data you want to display. Under Time period, select the period for which you want to view the data.

You can also add the CSAT widget to the default dashboards:

  • My Dashboard

  • Operations

  • Availability

  • Knowledge Base

  • Agent availability and performance


Advanced CSAT Performance report

The Advanced CSAT Performance curated report enables you to:

  • Monitor customer satisfaction trends over time.

  • Analyze survey responses and participation.

  • Understand how ticket handling activities and service quality metrics influence CSAT.

  • Compare customer satisfaction across agents and support groups.

  • Identify opportunities to improve support performance and customer experience.

The report is organized into multiple tabs, each designed to help you analyze customer satisfaction from a different perspective. The following are the tabs available in the Advanced CSAT Performance report:

Overview

The Overview tab provides a high-level summary of your customer satisfaction performance. Use it to monitor survey participation, track answered and unanswered surveys, analyse CSAT trends over time, and understand how customers respond to individual survey questions. These insights help you measure customer engagement with surveys and identify patterns in customer feedback.

Key insights:

  • Number of answered and unanswered surveys.

  • CSAT trends over a selected period.

  • Distribution of customer responses for each survey question.

CSAT vs Activities

The CSAT vs Activities tab helps you understand how ticket handling activities influence customer satisfaction. By comparing CSAT with operational activities such as ticket responses, reopenings, and agent or group reassignments, you can identify practices that contribute to positive or negative customer experiences and optimise your support workflows accordingly.

Key insights:

  • Relationship between the number of responses and CSAT.

  • Impact of ticket reopenings on customer satisfaction.

  • Effect of agent reassignments on CSAT.

  • Effect of group reassignments on CSAT.

CSAT vs Quality Metrics

The CSAT vs Quality Metrics tab helps you evaluate how your team's service quality affects customer satisfaction. Compare CSAT with key support metrics, such as response times, resolution times, and SLA compliance, to determine whether meeting service targets results in better customer experiences and identify opportunities to improve service delivery.

Key insights:

  • Relationship between first response time and CSAT.

  • Relationship between resolution time and CSAT.

  • Impact of First Response SLA compliance on CSAT.

  • Impact of Resolution SLA compliance on CSAT.

Agent

The Agent tab helps you evaluate customer satisfaction at an individual agent level. Use it to compare agent performance, identify top-performing agents, recognise coaching opportunities, and understand how customer feedback varies across your support team.

Key insights:

  • Customer satisfaction scores for individual agents.

  • Comparison of CSAT performance across agents.

Group

The Group tab helps you compare customer satisfaction across support groups. Use it to evaluate team performance, identify groups that consistently deliver better customer experiences, and pinpoint areas where process improvements or additional support may be required.

Key insights:

  • Customer satisfaction scores for each support group.

  • Comparison of CSAT performance across groups.

Key metrics

The Advanced CSAT Performance report includes the following key metrics to help you measure customer satisfaction and survey participation.

Metric

Description

Ratings

Displays the overall customer satisfaction ratings collected through surveys.

Answered Surveys

Displays the number of surveys that customers have responded to during the selected time period.

Resolution question

Displays responses to resolution-related survey questions, including Resolution Type questions.

Unanswered Surveys

Displays the number of surveys that were sent but did not receive a response.


Filter or Group by attributes

You can filter and group report data using the following attributes to analyze customer satisfaction from different perspectives.

Attribute

Description

Created date

Filter or group survey data based on the date the survey was sent to the customer.

Responded date

Filter or group survey data based on the date the customer submitted a survey response.

Emotion

Analyze survey responses by sentiment, such as Positive, Neutral, or Negative.

Survey Name

Filter data by a specific customer satisfaction survey.

Choice

Analyze responses based on the options selected in single-select or multi-select survey questions.

Comments

View or filter responses containing customer comments, including responses to survey questions that support comments.

Question type

Filter data by the type of survey question used in the survey, including Resolution Type questions.

Completion status

Analyze responses based on whether the survey was Completed or Partially Completed.

Presence of Resolution Question

Filter surveys based on whether they include a resolution-related question.