CSAT report

After your team resolves a conversation, the customer can get a short question: how was our service? They pick one of five ratings and add a comment if they like. The answers come together in the CSAT report, so you can see where your team does well and where it needs support.

Turn on the survey for an inbox

The survey is set per inbox, and needs an Administrator.

1. Open Settings, then Inboxes, and select the settings button next to the inbox.
2. Open the CSAT tab (1) and turn on Enable CSAT (2).
3. In Message, write a short line to show with the survey, such as "Thanks for contacting us, please rate your experience".
4. If you like, set a Survey rule: "Send the survey if the conversation contains or does not contain any of the labels", then pick the labels. For example, skip conversations labelled "spam".
5. Select Update (3).

Note: on WhatsApp inboxes, the survey is sent as a template. When you save, Hadir creates a dedicated CSAT template, sends it to Meta for approval and shows its status, such as "Pending WhatsApp approval" or "Approved by WhatsApp". WhatsApp customers do not get the survey until the template is approved. On every inbox, the survey is sent only once per conversation.

What the customer sees

The customer picks one of five ratings: Poor, Fair, Average, Good or Excellent, then adds a comment if they wish.

Read the report

1. In the sidebar, open Reports, then CSAT.
2. Choose the period at the top (1). To narrow the results, select Add filter (2) and pick Agent, Inbox, Team or Rating. To remove every filter, select Clear all.
3. Read the metrics (3):
   • Total responses: how many customers answered.
   • Satisfaction score: the share of responses rated Good or Excellent.
   • Response rate: responses divided by the surveys sent.
   • Rating distribution: how many responses each rating got.
4. The table below lists every response: the customer, the rating, the comment, who it was Handled by, and a link to the conversation itself.

Review notes

If your plan includes it, open any response in the table and write Review notes: what really happened in that conversation, and what changed afterwards. Notes are internal to your team; the customer never sees them. Write the note and select Save.

Download the report

Select Download CSAT Reports at the top to get the responses in a file, with the filters you chose.

Note: a high satisfaction score with a low response rate can mean only happy customers answer. Watch both numbers together, and read the comments on low ratings first.

For the other reports, see Reports.