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CSAT (Customer Satisfaction) reports you can create in CXInsight
CSAT (Customer Satisfaction) reports you can create in CXInsight

CSAT feedback allows you to create a lot of different types of CXInsight reports and we're going to cover as many as we can.

Daniel Pitrowiski avatar
Written by Daniel Pitrowiski
Updated over a week ago

We're going to outline how to create four types of CSAT reports that can be customized in any number of ways. Scroll to that section if one report in particular interests you.

• Overall CSAT report
• Comparing CSAT scores across different segments
• Example CSAT Feedback

• CSAT Themes by Unsatisfied, Neutral, and Satisfied

Overall CSAT report

If you're looking to create a CSAT report where all you want is to know your overall CSAT and how it's changed over time, then you definitely need this report and it's super easy to create.

You only need to select these two options sen below:

Step 2: Select Score - CSAT (Customer Satisfaction).
Step 3: Compare by None.

Advanced Option

Normally for an Overall Score report, you don't need to use any filters. Your CSAT is most meaningful when you look at everyone together in a large sample size.

If there is one group of people you'd like to follow more closely though, this is where you can do it. Setting these filters can isolate CSAT responses from one audience. In the example below, we've isolated customers who are on our Pro plan and have talked about our customer support. Compared to our normal user, we might want to know how paying customers who have worked with our customer support team rate us.

Comparing CSAT scores across different Segments

A great report to create is comparing your CSAT score across many different segments. Such as different themes with Tags, across your meaningful Properties, across different Sources, you collect from, or across different Projects you've made.

In the below example, we have a report called CSAT by Case Origin. It would allow us to have a report to see how customers report satisfaction with their customer support depending upon the origin of their case. Let look at how it's made.

Step 2: Select Score - CSAT (Customer Satisfaction).
Step 3: Compare By: Properties, origin, Highest Frequency.
We're looking to create a report where we compare different segments to each other by their CSAT score, in this case, a property called origin.

Example CSAT Feedback

If you're looking for a report to read new comments that come in from your CSAT surveys, there's a report that works for that.

Step 2: Select Score - CSAT Customer Satisfaction).

Step 3: Compare by: None.
Step 5: Comment: Feedback with comments.

Note: When you add this report to your dashboard, that is when you will need to select the comment view. That way whenever you come back to your dashboard, your new comments will always be the first thing you see.

Related Report(s)

CSAT Themes by Unsatisfied, Neutral, or Satisfied

This report can work easily for seeing Satisfied (4-5), Neutral (3), or Unsatisfied( 1-2). Just isolate those scores in Step 5, and you will be able to track the themes of those groups.

Step 2: Feedback % Breakdown.
Step 3: Compare By: Tags

Step 5: Set Filters: Metric Type: CSAT, and Scores: 1-2 (Unsatisfied)

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