The Client Satisfaction Survey Insights report provides a data-driven view of how satisfied your clients are with the support they receive, based on CSAT surveys collected after ticket resolution. You can perform the following actions using the report:


  • Track CSAT response rate to ensure enough survey data is available for analysis.

  • View overall CSAT score and participation across all clients.

  • Identify top/bottom clients by CSAT to address satisfaction gaps.

  • Analyze impact of FCR, response, and resolution times on CSAT trends.

  • Spot top/bottom categories, agents, or groups based on CSAT for targeted improvements.

Accessing curated reports


To access the report:

  • Go to Analytics and select the Client Satisfaction Survey Insights report. The report's Overview tab opens.

You can analyze service desk performance across the following metrics:

  • CSAT Score (%)
    Percentage of positive customer satisfaction survey responses attributed to the agent.

  • Clients who Took Surveys
    Indicates the number of clients engaged with satisfaction surveys.

  • Survey Responses
    Reflects the volume of feedback received.

  • Survey Response Rate (%)
    Reflects the volume of feedback received in percentage.


Work with global filters

Curated reports come with predefined filters across all tabs that help you narrow down data to suit your analysis needs. Below is a list of available filter types, their descriptions, and the possible values you can use.


Filter Type

Description

Available Values

Time Period

Defines the date range for the data displayed in the report.

Set a custom date or select a predefined range: last 7 days, 30 days, month, quarter, or year.

Client Name

Filters data by specific clients in your account.

List of all active client names.

Location

Filters tickets based on location metadata.

All available locations in your account.

Agent Group Name

Filters tickets handled by specific agent groups.

All agent group names in the account.

Agent Name

Filters tickets handled by individual agents.

All agent names in the account.

Ticket Type

Filters based on the type of ticket.

Incident

Ticket Source

Filters based on the source channel from which the ticket originated.

AWS CloudWatch, Alerts, and other integrated channels.

Ticket Priority

Filters tickets by their assigned priority level.

High, Medium, Low, Urgent

First Response SLA Compliance

Shows whether the first response met the defined SLA.

Within SLA, SLA Violated

Response SLA Compliance

Indicates compliance status of response SLAs.

Within SLA, SLA Violated


Tabs available in curated reports


Following is the list of all tabs available inside the curated report:

  • Impact on CSAT
    Shows how key service metrics, such as First Contact Resolution (FCR), First Response Time, and Resolution Time influence CSAT scores. 

  • By category
    Provides breakdown of CSAT scores by ticket categories, helping you pinpoint specific service areas that contribute to high or low client satisfaction.

  • By agent
    Displays CSAT scores attributed to individual agents, making it easier to recognize high performers and identify those who may need coaching or support.

  • By Agent Group
    Analyzes CSAT performance across different agent groups, enabling a team-level view of satisfaction trends and areas for improvement.

Apply filter

Click Edit and apply the following filters on the report based on your requirement:

  • Page filters 

  • Report filters

  • Date range


Edit a widget

To edit a widget, hover over a widget in any of the tabs and you can perform the following actions.


Action

Description

Change visualization

Change is the display to map, chart or table based on your requirement

Underlying data

Opens the widget data in a dialog box.

  • Use the Filter button to filter the data based on the available metrics.

  • Use the Export button to export the data in CSV, XLSX format, and so on.

Expand

Expands the widget view.

More options

Shows more options, such as filters applied, schedule, subscribe, and so on.