Customer satisfaction
Read customer ratings alongside answer feedback.
Customer satisfaction (CSAT) scoring is available on Pro and Enterprise, and in the self-hosted edition.
How ratings work
On channels that support the rating prompt, customers can rate an AI answer from 1 to 5. A rating is associated with the ticket and appears in the workspace's aggregate results.
Review results
Open Analytics → Customer satisfaction (CSAT) to see:
- Average rating: the mean of submitted ratings, shown out of 5.
- Total ratings: the number of responses received.
- Rating distribution: the count at each score from 1 to 5.
If no ratings have been submitted, the panel shows an empty state. A lack of responses is not a positive or negative satisfaction result.
Interpret feedback
Review the response count alongside the average. A small number of ratings can change the result substantially. Use low ratings to investigate the original answer and its documentation, rather than treating the score as a diagnosis.
CSAT and thumbs-up/thumbs-down answer feedback are separate measures. The latter appears in Answer quality by category. See Analytics for how each metric is calculated.