How to interpret CSAT reports

CSAT (Customer Satisfaction Score) reports provide a snapshot and short-term view of the customer experience, helping to identify improvement points.

If you have enabled CSAT surveys CSAT in your inboxes, you can analyze the results in Reports → CSAT.

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Customizing the report

You can filter the report by:

• Duration: Choose the analysis period (default: last 7 days).

• Agents: Filter by one or more agents in the selector.

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CSAT Report Metrics

The top shows a quick summary:

Total responses

Total responses received in CSAT surveys during the selected period and scope.

Satisfaction score

Average satisfaction based on the proportion of positive ratings:

Response rate

Proportion of customers who responded to the surveys sent:

Emoji scale

In each survey, the customer rates the experience on an emoji scale. In the report, you will see the percentage distribution by emoji (how many chose each option).

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Response details

The bottom lists all individual responses (with agent, date/time, rating and comment — when available).

Tip: click the conversation ID to open the corresponding conversation in Yuzap.

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Practical reading:

• High score + low rate → your satisfied customers rarely respond: reinforce invitations and timing.

• Low score + responses with comments → prioritize corrective actions and follow-up with those who left feedback.