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The CSAT Dashboard gives you a complete overview of how satisfied your customers are. It pulls every survey response together into clear metrics and charts, so you can spot trends, catch unhappy customers early, and act on feedback — all from one screen. This guide walks you through what the dashboard shows and how to use it.
Open the CSAT Dashboard
From the CRM sidebar, look under Insights and click CSAT. The dashboard opens with your latest satisfaction data.
Note: CSAT surveys use a 1–5 emoji rating — Poor, Fair, Good, Great, and Excellent. Customers can be surveyed automatically when a conversation is resolved (see CSAT Settings).
Read your key metrics
Four cards at the top summarise satisfaction at a glance:
- Total Responses — how many survey responses you've received.
- Average Rating — the mean score across all responses, out of 5.
- Satisfaction Rate — the share of responses rated 4–5 (happy customers).
- Unsatisfied Rate — the share of responses rated 1–3 (customers who need attention).
Explore the charts
- Response Distribution — a bar chart showing how many responses landed at each rating, from Very Unsatisfied (1) to Very Satisfied (5). Use it to see where most of your ratings cluster.
- Satisfaction Breakdown — a doughnut chart of the same data, giving you the overall proportion of happy versus unhappy customers at a glance.
Review recent responses
The Recent Responses table lists your latest five survey replies so you can read feedback as it comes in. Each row shows:
- Date — when the response was submitted.
- Rating — the customer's 1–5 score.
- Customer — the respondent's name.
- Email — the respondent's email address.
- Feedback — any comment the customer left.
- Channel — where the response came from.
To see every response — not just the latest five — click Responses at the top of the dashboard.
Take action from the dashboard
- Click Settings to open CSAT Settings, where you can enable surveys, edit the survey title and message, and turn on automatic sending when a conversation is resolved.
- Click Responses to open the full list of survey responses, with totals for Total Responses, Average Rating, Satisfied (4–5), and Unsatisfied (1–3).
Tip: Keep an eye on your Unsatisfied Rate. A rising number is an early warning — open the Responses list, read the feedback behind the low scores, and follow up with those customers.