Skip to main content

📊 CSAT Score: Measure Customer Satisfaction Across Channels

CSAT (Customer Satisfaction Score) helps you understand how happy your customers are with your service-whether they’re interacting with your Agent, Bot, or overall Customer Experience-via WhatsApp, Instagram, Messenger, Telegram, and Live Chat.

💡 What is CSAT?​

CSAT is a KPI that measures the percentage of satisfied customers by asking them to rate their experience, typically on a scale of 1 to 5.

🧮 How is CSAT Score Calculated?​

CSAT Score = (No. of positive responses (4 & 5 ratings) ÷ Total responses received) × 100

🛠 How to Collect CSAT Surveys in Whautochat​

  1. Go to the Automation menu in the Whautochat app
  2. Click Add Rule > Create Rule From Scratch
  3. Select the trigger: When a Contact Status Changes
  4. Set Condition:
    • Field: Contact Status
    • Operator: equals
    • Value: Closed
  5. Action Type: Send CSAT Survey
  6. Survey For: Agent / Bot / Customer Experience
  7. Channel: WhatsApp (or any supported channel)
  8. Template: Choose whauto_customer_satisfaction_survey(en) (or your own approved template)

[!tip] Tip: Ensure your template contains 1-5 rating buttons to collect valid CSAT responses.

  1. Click Save
  2. Test the flow by closing a conversation and verifying that the survey is triggered.

🎯 Use Cases for CSAT Surveys​

For Agents:

  • Interaction satisfaction
  • Issue resolution
  • Response time
  • Communication clarity
  • Follow-up quality

For Bots:

  • Query handling
  • Accuracy of info
  • Engagement & ease of use
  • Personalization
  • Escalation handling

For Customer Experience:

  • Website or app experience
  • Billing & payments
  • Product usability
  • Loyalty program feedback
  • Post-purchase experience

📈 How to View CSAT Reports​

  1. Navigate to Reports > CSAT Score
  2. Filter by:
    • Channel (e.g., WhatsApp)
    • Survey Type (Agent / Bot / Customer Experience)
    • Date Range
  3. Click Run Report

CSAT Report Includes:

  • Overall CSAT score (%)
  • Ratings breakdown (1 to 5)
  • Total responses
  • Customer-wise feedback details

By setting up CSAT surveys and monitoring them regularly, you can improve service quality, boost retention, and build better customer relationships.