Satisfaction Reports
The Satisfaction report shows how customers rate the help they got. After a conversation closes, Resool can send a short survey (stars or thumbs up/down, with an optional comment); this report turns the answers into a CSAT score, a response rate and an average score, shows the results for each agent and channel, and lists the latest comments so you can follow up.
Before you begin
- You need the See reports permission. See Reports overview.
- The report only fills up once satisfaction surveys are turned on for at least one channel. See Satisfaction surveys.
How to open the Satisfaction report
- Go to Reports and select the Satisfaction tab.
- Choose a date range and, if you like, a comparison period.
- To look at one channel, open the channel menu (All channels) and pick it.
If no surveys have been sent yet, you see No surveys yet with a Set up surveys button that takes you to your channels.
Reports › Satisfaction
The Satisfaction tab with the channel menu on "All channels", the "Customer satisfaction" card with CSAT, Responses ("of … surveys sent"), Response rate and Average score, and the Daily responses chart with Satisfied and Other bars.
File: screenshots/satisfaction-reports-overview.png
The figures
| Figure | What it means |
|---|---|
| CSAT | The share of ratings that were 4 or 5 stars, or a thumbs up. |
| Responses | How many customers answered, out of the surveys sent in the period. |
| Response rate | Responses ÷ surveys sent. |
| Average score | The average rating on a scale of 0 to 100, so star and thumbs surveys can be compared. |
The Daily responses chart shows, for each day, how many responses were Satisfied (4–5 stars or thumbs up) and how many were Other. Click a day to see its responses.
Ratings
The Ratings card shows how many responses got each rating, for example how many 5-star, 4-star and 1-star ratings, or how many thumbs up and thumbs down. Click a rating to see its share of the total.
By agent and by channel
- By agent lists each teammate with their number of Responses and their CSAT. Surveys for conversations with no assignee show as Unassigned.
- By channel shows the results for each channel, so you can compare, for example, WhatsApp with live chat.
Click a row for the details. The same per-agent score also appears in the Team performance table of the Conversations report.
Reports › Satisfaction › By agent and Latest feedback cards
The By agent table with four agents and their Responses and CSAT, and the Latest feedback list with customer names, star ratings, comments (one showing "No comment"), "handled by …" and the Open conversation link.
File: screenshots/satisfaction-reports-feedback.png
Latest feedback
Latest feedback lists the most recent responses with the customer's name, their rating, their comment (or No comment) and who handled the conversation. Click Open conversation to read the conversation and follow up with the customer.
FAQ and troubleshooting
The report says "No surveys yet"
What you can do:
- Turn on the satisfaction survey for a channel in its settings, or in the channel defaults. See Satisfaction surveys.
- Remember that surveys are sent after a conversation is closed. Close a test conversation to check.
What counts as a satisfied customer?
A rating of 4 or 5 stars on the star scale, or a thumbs up on the thumbs scale.
Why is the response rate low?
Customers answer surveys less often on some channels or when the survey arrives long after the conversation. Try sending the survey sooner after closing and keep the question short.
Which agent gets the rating?
The teammate assigned to the conversation when the survey was sent.