"Insights" of a CSAT Statement

“Insights” of a CSAT Question

Users have a provision to analyze the survey data in a graphical format. To analyze a survey report, go to the list of surveys and select one to analyze. Click on the Analyse option.

Once users select the analyze option, they will be directed to the Dashboard page of the reports or the Insights page.

All the scores shown on the Dashboard page are specifically for the question highlighted. Filters can be applied by the Filter option and also by changing 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.

CSAT scores and AVG scores are the same and can be calculated as per the total number of respondents. The total number of respondents will be the same for both CSAT and AVG. The Score section is based on the total number of responses and considers only the positive responses. The Score section changes to a 5-point scale when the AVG toggle is switched on.

Users can verify overall responses in terms of total respondents, overall score, total satisfied, dissatisfied, and neutral scores in the count and as well in percentage as shown in the image above. To know more about the calculation logic of the CSAT, users can click on the ‘i’ icon given to the right side of the CSAT section.

Score Break-up:

The Score Break-up bar graph shows the number of respondents in a categorized format according to their responses.


The trend graph allows users to check the report of participant responses like satisfied, neutral, or dissatisfied Trend-wise. Users can change the timeline from the dropdown as per their requirements. The score and the date also hover once the cursor is on a graph.


The distribution allows users to check the distribution of the satisfaction level. Green indicates the number of satisfied participants, Yellow indicates Neutral, and Red indicates dissatisfaction. The white section indicates no participants have responded. Users can check a monthly report i.e., the participant number each day, or an hourly report which shows the hourly responses in one day. The number of satisfied, dissatisfied, and neutral counts can be seen once a user hovers the cursor to a section.

Drivers and Draggers:

Drivers and Draggers allow users to verify the score’s theme-wise. Topline indicates the overall score whereas the bottom line indicates the selected date’s score.

Note: If the CSAT question has a child questions, then the options chosen by the participants for the child question will be displayed. If the Child Question for the CSAT is not present then the score for the theme will appear.


The Sentiments section shows the total comments given by the respondents in the survey. Users can also change the word count from the dropdown by default the number is set to 20. As per the selected count, the number of comments will display. Also, the exact number of a comment will hover when a user takes the cursor to a comment.

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.