"CSAT Analysis" Section

CSAT Analysis Section

CSAT Analysis in Reports shows the complete analysis of the Customer Satisfaction survey in a graphical format using different visualizations.

To analyze the complete CSAT survey, users need to go to the Reports section and from the Insights, dropdown click on the CSAT Analysis option.

Once the users get directed to the CSAT analysis page, they would be expected to select a criterion to visualize the survey results.

The Analyze Metric allows the user to select a theme or the overall score. The scale pointer acts as a Benchmark. Users can see the results after selecting a Benchmark from the scale pointer. To set the benchmark user should move the arrow from right to left as per the requirement. Users are also required to select an identifier from the dropdown. The results will be displayed as per the selected criteria.

Filters can be applied on the Filter option and also to the dates. Scores can also be verified in terms of Overall and Average. Toggle switch to CSAT or AVG as per the requirement. CSAT indicates Overall scores having based on the sum of all responses w.r.t total response. AVG indicates average scores considering only positive responses i.e., 4 & 5 in terms of CSAT only.

After selecting the required criteria, users can tap on the Go option to analyze the survey results. Users can see the following visualizations:

  1. Bar Graph:

Based on the selections as shown in the Metric – Overall (CSAT), identifier – Location and defined benchmark 56, results appear. Negative red bars indicate less than benchmark and green bars indicate more value than the defined benchmark (positive). When a user puts the cursor on any bars, the overall score hovers on the selected bar.

  1. Top Performing and Top Dragging Chart

Users can also see the top performing and the top dragging identifier. The overall scores can be seen while hovering once a user selects an identifier.

  1. Identifier Sentiments

The Identifier sentiments show the total comments given by the respondents in the survey. The comments are divided into three categories Positive, Neutral, and Negative. Users can verify the comments by clicking on the desired sentiment (positive, neutral, negative).

For e.g., if a user clicks on the green bar i.e., the positive bar, only the positive comments will be displayed below.

When a user selects a theme instead of the overall option from the Analyze Metric, a set of different visualizations gets displayed before the Identifier Sentiments section.

  1. Theme Score Verification

Through these visualizations, users can verify the scores theme-wise. The top line indicates the Overall score and the bottom line indicates the selected date’s score. Users are also allowed to verify the scores in a trend-wise way like Daily, Hourly, Weekly, and Monthly. The trend can be changed from the dropdown as shown in the image. The overall score and the date get hovered once a user puts the cursor on the trend line.

Users can also verify the scores question-wise. The questions coming under the themes are displayed along with the visualization. The scores are displayed in a bar graph and also in a trend-line fashion for every question included in the themes. Users can select a timeline in each question to verify the scores in the trend visualization.