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This section will be enabled if the bot has this feature. |
The Customer Satisfaction Score allows us to know, through a score, the degree of customer satisfaction with the experience.
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It can be filtered by timeframe, platform and channel (bot or operators). |
In the examples we will see, all platforms and channels in the last 6 months are shown.
CSAT Score
The C-SAT score is calculated by dividing the different variables by the total number of answers.
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C-SAT references by type:
Q1: 1 point answers.
Q2: 2 point answers.
Q3: 3 point answers.
Q4: 4 - point answers.
Q5: 5 - point answers.
Then each group of variables is broken down into graphs for later analysis 👇
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C-SAT TOPBOX Image Removed Image AddedThe C-SAT TOPBOX score is calculated by dividing by Q5 over the total number of responses. |
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C-SAT TOP2BOX Image Removed Image AddedThe C-SAT TOP2BOX score is calculated by dividing Q4 + Q5 on the total number of answers. |
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C-SAT BOTTOMBOX Image Removed Image AddedThe C-SAT BOTTOMBOX score is calculated by dividing Q1 + Q2 on the total number of answers. |
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| title | CSAT Answers in Quantity by Type |
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CSAT Answers in Quantity by Type Image Removed Image AddedNumber of answers by score. |
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