CSAT (Customer Satisfaction) measures how happy customers are with the support they received. Commslayer collects satisfaction ratings automatically after conversations are resolved and surfaces them in two widgets on the Home Dashboard.
How CSAT is measured
After a conversation is resolved, customers receive a satisfaction survey asking them to rate their experience on a scale of 1 to 5:
- 5 — Very happy
- 4 — Happy
- 3 — Neutral
- 2 — Unhappy
- 1 — Very unhappy
The CSAT score is calculated as the share of responses rated 4 or 5. For example, if 80 out of 100 customers rated 4 or 5, your CSAT score is 80%.
Not every customer responds — only conversations with a survey response are counted.
CSAT distribution (donut chart)
This chart shows the breakdown of all ratings received in the selected period, split from very unhappy to very happy. It gives you a quick picture of how ratings are distributed — not just the overall score, but how many customers were unhappy vs. neutral vs. happy.
CSAT score over time (line chart)
This chart tracks your daily CSAT score across the selected period. Use it to spot trends, identify drops after specific events (like a product issue or a busy period), and see whether improvements over time are having an effect.
Tips for improving CSAT
- Respond quickly — first response time has a strong correlation with satisfaction
- Resolve issues in fewer messages — fewer back-and-forth exchanges lead to better ratings
- Use guidance rules to make sure the AI agent handles common scenarios correctly
- Review negative ratings (1–2) regularly and look for patterns in what went wrong