How to Configure CSAT (Customer Satisfaction) in Statistics?

CSAT (Customer Satisfaction) is a client satisfaction indicator. To collect ratings and comments, you need to configure a scenario that allows clients to leave ratings and feedback after dialogue completion.

When Needed

  • You need to collect client satisfaction ratings after dialogue.
  • You need to add the ability to leave comments to the rating.
  • You need to track service quality through CSAT metrics.

What's Important to Know

  • CSAT — client satisfaction indicator measured through rating (usually scale from 1 to 5).
  • CDSAT — percentage of chats with ratings "1" and "2" (low satisfaction).
  • Rating is a numeric value recorded in statistics.
  • Comment is a text feedback from the client, stored separately.

Prerequisites

  • You are logged in with integrator or administrator rights.
  • You have access to the scenario constructor.
  • You know where in the scenario to add CSAT collection (usually after dialogue completion).

Step-by-Step Instructions

Creating Scenario for CSAT

  1. In the scenario constructor, find the place where you need to add CSAT collection (usually after dialogue completion or issue resolution).
  2. Add a "Message with Keyboard" block.
  3. In the block, add text asking for rating (for example, "Please rate the quality of service").
  4. Add buttons for rating:
    • You can use numeric buttons: 1, 2, 3, 4, 5
    • Or icons: 👍/👎, ⭐⭐⭐⭐⭐
  5. Go to advanced editing of the block.
  6. In block settings, specify quality_answer in the field for saving the response.

⚠️ Important: Rating is a numeric value. If you use icons for rating or need other values, go to advanced editing and specify the button value that will be recorded in statistics. For example, when clicking 👍, you can record numeric value 100.

Adding Comment to Rating

If you need to add the ability to leave a comment to the rating:

  1. After the rating block, add an "Wait for User Response" block.
  2. Add request text (for example, "Please leave a comment to your rating").
  3. Go to advanced editing of the block.
  4. In block settings, specify quality_comment in the field for saving the response.

Saving CSAT

To save rating and comment to statistics:

  1. After blocks with rating and comment, add an "Action" block.
  2. In the "Action" block settings, select the statistic__set function.
  3. In the configuration field (JSON), specify:
{
  "type": "quality"
}
  1. Save changes in the action and scenario.

Viewing CSAT in Statistics

After configuration and users going through the scenario:

  1. Go to the "Statistics" module → "Dashboards" → "CSAT".
  2. View CSAT metrics:
    • Average CSAT rating for the period
    • CDSAT (percentage of chats with ratings "1" and "2")
    • Number of surveys
    • Survey percentage

Or go to "Dialogues" to view individual dialogues:

  • Numeric rating value is recorded in the CSAT column
  • Text feedback from the client is recorded in the Client Comment column

Data Display Features

  • If the client left a rating but did not go through the survey block, only the numeric rating value will be recorded in the CSAT column.
  • If the scenario is configured so that it does not require setting a rating, but only leaving feedback, then the client's text feedback will be recorded in the "Client Comment" column.
  • If the scenario does not require setting a rating or leaving feedback, these fields will be empty.

What Happens After

After configuring CSAT and users going through the scenario, ratings and comments are automatically saved to statistics. You can view CSAT metrics in dashboards and analyze service quality.

How to Verify It Worked

  • Check that blocks with rating and comment are configured with correct fields (quality_answer, quality_comment).
  • Make sure the statistic__set action is added with correct parameters.
  • Test the scenario by leaving a rating and comment, and check that data is saved in statistics.
  • Check that CSAT metrics are displayed in dashboards.