Overview

The ‘Customer Satisfaction’ template answers three questions about surveyed CSAT: how satisfied your customers are, whether your surveys actually reach them and get answered, and who - teammate, Fibi, or Workflows - earns each rating.

Go to the Reports tab and create a new report. Select the ‘Customer Satisfaction (CSAT)’ template to get started quickly.

Customer satisfaction

CSAT scores at a glance

The top row holds four KPIs. ‘Overall CSAT score’ is the percentage of positive ratings out of all ratings, across every rated conversation. ‘Teammate CSAT score’ narrows it to ratings where a teammate was rated, and ‘Fibi AI Agent CSAT score’ shows the same score restricted to Fibi-rated conversations. ‘Conversation ratings’ counts how many ratings customers submitted in the period.

Below the KPIs, ‘CSAT score over time’ plots the overall, Fibi AI Agent, and teammate scores as separate lines, so you can spot dips and compare Fibi against your team over time.

Ratings and remarks

‘Conversation ratings and remarks’ lists individual ratings together with the written remarks customers left, so you can read the feedback behind the score without leaving the report. ‘Remarks by rating bucket’ shows how ratings distribute across the five rating labels - Amazing, Great, Ok, Bad, and Terrible.

Survey requests and responses

A high CSAT score means little if only a handful of customers ever see a survey. This part of the report measures the survey funnel:

• ‘CSAT survey request & response rates - by time’ compares how often eligible conversations receive a survey request with how often customers submit a rating

• ‘CSAT survey’ breaks survey requests down by their state - Requested, Rated, Canceled, or Expired

• ‘CSAT survey channels’ shows where surveys were delivered: Desktop (in-app and web), Email, or Slack

Teammate CSAT performance

The ‘Teammate CSAT performance’ table compares each teammate's CSAT score, DSAT score, and rating remarks, counting only ratings where a teammate was rated. A rating credits the rated teammate, not whoever is assigned to the conversation now, so scores stay with the person who did the work even after reassignments.

Positive, neutral, and negative remarks

Three tables at the bottom of the report collect the ratings that include a written remark: ‘Positive remarks’ (Amazing and Great), ‘Neutral remarks’ (Ok), and ‘Negative remarks’ (Bad and Terrible).

Customize this report

Templates are read-only. Click Use this template to create a custom report seeded with these charts. The built-in template stays unchanged. In your copy, you can remove charts, change chart types, and add metrics the template doesn't show, such as Positive ratings.

Useful filters

• Rated agent type - limit any chart to ratings for teammates, Fibi, or Workflows

• Teammate - the dynamic teammate filter, which CSAT charts interpret as the rated teammate

• Request channel - compare satisfaction across Desktop, Email, and Slack surveys

Learn more about customizing reports →

CSAT report use cases

Benchmark overall customer satisfaction

Use ‘Overall CSAT score’ as a baseline for customer sentiment and compare it with past performance or your internal goal.

Compare teammate performance

Use ‘Teammate CSAT performance’ to identify top performers for recognition and teammates who could benefit from targeted coaching.

Evaluate Fibi AI Agent

Compare ‘Fibi AI Agent CSAT score’ with ‘Teammate CSAT score’. If Fibi's score is lower, use the ‘Fibi AI Agent’ report to review content, resolution, escalation, and handoff performance.

Track changes over time

Use ‘CSAT score over time’ to spot spikes or dips after changes to staffing, support processes, or the product.

Understand what drives satisfaction

Use ‘Conversation ratings and remarks’ to inspect the conversations behind each score. The positive, neutral, and negative remark tables help you find recurring themes and prioritize the causes of dissatisfaction.

Check survey coverage

Compare CSAT request rate with CSAT response rate to separate survey coverage from customer participation. If few conversations receive a survey, review the Workflow that sends conversation rating requests.

FAQs