4. CSAT report
Use Reports → CSAT to review customer ratings and the proportion of closed conversations that received one. Choose the date range and workspace scope.
The report includes non-spam conversations whose current close timestamp falls within that range.
Metrics
| Card or column | Meaning |
|---|---|
| Average rating / Average | Arithmetic mean of recorded ratings; blank when none exist. |
| Responses | Closed conversations with a rating. |
| Closed | All eligible closed conversations in scope, including those without a rating. |
| Response rate | Responses divided by Closed, displayed as a percentage. |
Rating distribution
The chart shows how many ratings received each score from 1 to 5. The workspace table shows Responses, Closed, Average and Response rate. The total average is calculated from all ratings, not an unweighted average of workspace averages.
Example results
For 10 closed conversations with three ratings of 5, 4 and 3:
- Responses: 3.
- Average rating: 4.00.
- Response rate: 30%.
These are illustrative figures. Unrated conversations count towards the response-rate denominator, but not the average rating.
Response-rate limits
The denominator is not restricted to a verified count of surveys actually displayed. It can include channels or conversations without a rating request. Do not interpret Response rate as a provider email delivery rate or a WhatsApp survey response rate. WhatsApp CSAT is not available in this version.
Record changes and export
Reopening or deleting a conversation can change the figures. A contact merge does not combine its separate conversation ratings into a single customer score. Use CSV for an export and the report-control guide for timezone and refresh behaviour.
Related guides: Reports overview, Conversation statuses.