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CSAT (Customer Satisfaction survey)
What is CSAT?
CSAT (Customer Satisfaction) is a measurement used to quantify the degree in which customers are satisfied with a service, product or experience.
You can use the CSAT survey after closing a conversation with a contact using FROGED chat.
How is it calculated?
It's a metric calculated for every contact / user that you have in FROGED, who gives you one or various CSAT scores after they have a conversation with your team on the chat. It takes into account all the times someone has answered the CSAT and it's calculated as follows:
There's 3 types of score they can give you:
Smiley face 😀 = LIKE
Sad face 😞 = DISLIKE
Neutral face 😐 = (doesn't count for CSAT)
CSAT Score = [Likes / (Likes + Dislikes)] x 100
If you want to access all CSAT data from your conversations, we recommend you to download the data from Contacts as follows: "CSAT has any value":
Add column CSAT and export CSV file to access all the data:
How does it work?
Once you've finished a conversation with a user and you want to end it, you need to click on ACTIONS on the top right corner of the conversation, and click on "Close conversation":
Once you've clicked there, you will be asked if you want to send the CSAT so the contact can evaluate how the service of your Support agent was. If you want to send it, press the ✅ and, if you don't, press ✖️
I can't send the CSAT, how can I activate it?
If you don't see the option to send CSAT when closing a conversation, it's because you need to activate it from your Settings. Here's how you can do it:
First, go to Settings > Widget Settings > Features:
And then click on "Edit" on the menu "Customer satisfaction", and select option "Enabled":
How can I keep track of CSAT in my metrics?
Super easy! Go to Inbox > Metrics:
And then scroll down to the graph "Customer Satisfaction". You can also filer out a particular agent (or agents) and monitor its performance closely, just by checking the box by the agent's name: