# CSAT

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## Introduction

ResponseCSAT, short for Customer Satisfaction Score, is a key performance indicator (KPI) commonly used by businesses to measure customer satisfaction with a product, service, or specific interaction. It's a simple and effective way to gauge how happy customers are with what a company offers. Businesses use CSAT scores to track how well they are meeting customer expectations over time. It is often part of a broader set of customer experience metrics, which may include Net Promoter Score (NPS) and Customer Effort Score (CES).

Here's a breakdown of how CSAT works:

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## How CSAT is Measured:

CSAT is typically measured through a survey question. Customers are asked question like "How satisfied were you with your experience?" or "How would you rate your satisfaction with our chatbot?"

**Rating Scale**: The response is usually given on a numerical scale. This could be a 3-point scale (e.g., unsatisfied, neutral, satisfied), a 5-point scale (1 being very unsatisfied and 5 being very satisfied)

**Timing of Survey**: The survey is often sent out after a customer interaction, like order tracking flow, a purchase, or after a faq.

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## Importance of CSAT:

* It provides direct feedback from customers about their experiences.
* Helps companies identify areas of their service that need improvement.
* High satisfaction levels are often linked to customer loyalty and retention.
* CSAT scores can be used to set benchmarks and goals for teams and individuals within an organization.

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## Limitations:

* **Subjectivity**: The scores can be subjective and influenced by the customer's mood or external factors unrelated to the interaction.
* **Not Comprehensive**: It captures the customer's feelings at one point in time and might not reflect their overall experience with the company.
* **Response Bias**: Not all customers respond to surveys, which can lead to skewed results if only certain types of customers choose to respond.

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## Configuring the Flow

These are the flow posts which CSAT rating can be collected

1. FAQ
2. Checkout
3. Product Search
4. Track Order
5. Return Refund
6. Cancel Order

<table><thead><tr><th>Configuration</th><th width="170">Values</th><th>Note</th><th>Recommended Value</th></tr></thead><tbody><tr><td>CSAT_COLLECT_ONCE</td><td>TRUE, FALSE</td><td>Trigger CSAT only once in the conversation</td><td>TRUE</td></tr><tr><td>ENABLE_BOT_CSAT</td><td>TRUE, FALSE</td><td>Turn Bot CSAT on/off</td><td>TRUE</td></tr><tr><td>SHOULD_SENT_CSAT</td><td>TRUE, FALSE</td><td>Keep it false, if you want to disable sending csat when the bot ticket is resolved</td><td>FALSE</td></tr><tr><td>BOT_CSAT_TIMER</td><td>value in seconds</td><td>After how many seconds the csat should be triggered</td><td>600</td></tr><tr><td>ENABLE_BOT_CSAT_REMINDER</td><td>TRUE, FALSE</td><td>Mark it true, sending a reminder to the cases wher user hasn't responded helps increase the collection rate</td><td>TRUE</td></tr><tr><td>BOT_CSAT_REMINDER_TIMER</td><td>value in second</td><td>After how many seconds the reminder should be triggered</td><td>3600</td></tr><tr><td>CSAT_FLOW_TRIGGER_FAQ</td><td>TRUE, FALSE</td><td>Should </td><td>TRUE</td></tr><tr><td>CSAT_FLOW_TRIGGER_CHECKOUT</td><td>TRUE, FALSE</td><td></td><td>TRUE</td></tr><tr><td>CSAT_FLOW_TRIGGER_SHOW_PRODUCTS</td><td>TRUE, FALSE</td><td></td><td>TRUE</td></tr><tr><td>CSAT_FLOW_TRIGGER_TRACK_ORDER</td><td>TRUE, FALSE</td><td></td><td>TRUE</td></tr><tr><td>CSAT_FLOW_TRIGGER_CANCEL_ORDER</td><td>TRUE, FALSE</td><td></td><td>TRUE</td></tr><tr><td>CSAT_FLOW_TRIGGER_RETURN_REFUND</td><td>TRUE, FALSE</td><td></td><td>TRUE</td></tr></tbody></table>

## Analytics

the CSAT data will be available on your Helpdesk Dashboard.&#x20;

Navigate to Analytics -> CSAT -> Bot

<figure><img src="/files/SununCCY8m9w8mZudBZB" alt="" width="563"><figcaption><p>CSAT Bot Analytics</p></figcaption></figure>

#### **Legend**

Total Responses - Total number of people who gave a CSAT rating for a given time range and inbox

CSAT Rating - Average CSAT rating

Response Rate - Total Number of CSAT ratings / Total number of CSAT survey messages sent

Satisfaction Score - # 5-star + 4-star rating / total number of CSAT ratings

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