Utilizing CSAT Insights for Enhanced Customer Support

Gain insights on effectively utilizing Customerly's CSAT functionality to understand and enhance customer satisfaction through detailed feedback analysis and actionable data.

Luca Micheli
Written by Luca MicheliLast update 1 month ago

Understanding how to read and use Customer Satisfaction (CSAT) insights is crucial in maintaining high levels of customer service. With Customerly’s CSAT functionality, you have a wealth of data at your fingertips.

Here’s how to interpret and act upon the insights provided by the CSAT dashboard:

1. Overall Satisfaction Overview: The CSAT dashboard begins with an Overall Satisfaction section, which is visually represented by a color-coded bar chart. This chart is broken down into three segments indicating negative, neutral, and positive feedback percentages. It provides a quick snapshot of general customer sentiment over a selected period.

2. Conversation Rating Trends: Below the overall satisfaction bar, you'll find a line graph with overlaid bars, each color-coded to signify different ratings over time. This allows you to track the ebb and flow of customer satisfaction, correlate it with specific events or changes in your service, and take targeted action.

3. Detailed Feedback Analysis: At the bottom of the dashboard is the Feedback section, listing individual customer responses. This section is pivotal for qualitative analysis. You can view the customer's name, the team member they interacted with, the rating, the date, and their comment. This feedback is essential for understanding the context behind the ratings.

4. Filtering for Focused Insights: On the top right of the dashboard, you have the option to filter feedback by specific teams or teammates, which is invaluable for performance reviews and training purposes. The date interval picker lets you customize the time frame of the displayed data, allowing for periodical analysis or understanding the impact of specific changes over time.

5. Vote-Based Feedback Filtering: Use the feedback filters to sort customer comments based on their rating – from "Terrible" to "Amazing." This helps to prioritize areas needing immediate attention and to recognize areas where your service excels.

6. Exporting Data for Reporting: With the 'Download CSV' option, you can export the data for more detailed analysis or for sharing with stakeholders. This can be helpful for presentations, performance meetings, or when integrating insights into broader business analytics.

Best Practices for CSAT Optimization:

  • Regularly review CSAT scores and feedback to spot trends and patterns.

  • Use the data to inform training programs and highlight areas where support can be improved.

  • Celebrate positive feedback and share it with your team to boost morale.

  • Address negative feedback promptly and follow up with customers to turn their experience around.

By integrating CSAT insights into your daily operations, you can transform raw data into actionable insights, fostering a culture of continuous improvement and customer-centricity.

With Customerly’s CSAT insights, you’re not just collecting feedback; you’re building a roadmap to customer success.

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