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Measure customer satisfaction with conversation ratings

You can gather feedback from your visitors and customers on their interactions with your team through conversation ratings. When a agent resolves (closes) a conversation, you can send a simple survey to your users asking them about their experience. You can do this by setting up CSAT (Customer Satisfaction) Survey.

You can also view a report of your conversation ratings to track your customers’ satisfaction and team’s performance. This will help you spot and reward your star performers while identifying opportunities to improve the quality of support your team provides. 

Here’s how it’ll look in the Freshchat conversations widget (web messenger),

Setup CSAT (Customer Satisfaction) Survey

Go to Admin > Customer Satisfaction

Switch the toggle to Enabled. Add your survey question. The survey will be a five-star rating system. You can also get additional feedback by selecting the ‘Ask for additional feedback’ checkbox under Preferences.

You can even set some criteria on when to send the survey. 

  • You can configure the minimum number of messages a conversation needs to have to qualify for the survey. 

  • You can choose not to send the survey if your agent resolves (closes) the conversation, for example, one hour after the last customer message, or

  • Hide the survey if the user has not rated the conversation within 10 minutes since the survey prompt.

Note: The survey question is limited to 100 characters.

Track your customer experience with CSAT Report

To see how users feel after interacting with your team, you can take a look at your Customer Satisfaction report.

Click on the Reports icon in the left menu bar. Select Customer Satisfaction.

You can also see the ratings each of your agents received and over a period of time.

Note: Only users with Account Owner/Admin roles in Freshchat can access Reports

Some actions you can take based on CSAT ratings

Make your unhappy customers happy

CSAT ratings will help you better understand customers’ experience with your team and provide you with the information you need to make your customers happy.

For example, you can reach out to customers who have left a low rating on a conversation and help make their experience better. 

Each row in the CSAT report table comes with the customer name, the agent who handled the conversation, rating given, customer comments if any, and a link to the actual conversation. By going through a conversation that received a low rating you can figure out the reason behind the rating and help turn around the customer’s experience.

Motivate your team by setting targets

You should set rating targets for your team so that you can ensure most of your customers are happy with their support experience. 

For example, 5 or 4 can be considered as a positive rating and anything below can be considered negative.

Reward your team for consistently exceeding these targets. It will motivate them to deliver a more gratifying experience to your customers.