Last updated: 2022-08-29

Source: https://support.freshservice.com/support/solutions/articles/50000004253-reporting-on-csat-in-analytics

Customer satisfaction surveys are one of the best ways to gauge how your customers feel about your service and support. But to understand the real value of the feedback provided by the customers, you must know how to convert them into clearly defined insights.

With our revamped CSAT module and reporting, now you can easily measure your service desk efficiency and customer satisfaction with every support ticket.

You can set up Custom Reports on the active survey to capture various metrics based on survey ratings. The reports can be created both at the survey level as well as at a question response level.

You can use the following two methods to create the CSAT report.

  • You can create widgets at a survey level as well as at a question level inside the Survey Question module
  • You can create different widgets at a survey level inside the Tickets module with filters defined under Associated Survey
  • To capture metrics at a more granular level, we have created a new metric called Survey score metric inside the Tickets module

    • Reporting based on Survey Question Module:

    We have introduced a new module called ‘Survey Question’ in Freshservice Analytics. This is a quick and easy way to measure service desk efficiency and customer satisfaction with every support ticket.

    To create a report on an active survey,

  • Go to Analytics > New Report
  • The Untitled Reports page will open. Click on the Untitled Report to add a new title to the report
  • Drag and drop the Chart option from the right pane to the reports area
  • Hover on the Chart Widget and click the Expand icon
  • The Untitled Widget screen will open. Add the name of the widget by clicking on the edit icon next to Untitled Widget on the right pane
  • In the configure widget screen, you can define the metrics that you want to measure. In the Survey Question module, you can report on two metrics: Survey Question and Question Score

    • - The Survey Question metric can be used to report on the questions in a survey response

    - The Question Score metric can be used to report on the scores assigned to the survey questions

  • Define the metric that you want to measure
  • Add the filter(s) and group-by(s) to drill down the metrics at your level of requirement. You can add a filter at either the question level or the survey level

    • ``` Important Note ```

  • In order to get a report on ‘ Question’ (#2 in the image), you need need to mandatorily add (1) Survey Name Filter(value = anything, will suffice)
  • In order to get a report on (3)‘ Choice’, you need to mandatorily add Survey Name(1) and Question(2) Filter then only you will see ‘ Choice’.

    • Use Case 1: Measure the average question score for each agent

    Use Case 2: Measure the average score given by the customers on each day of the week

    Reporting based on Tickets Module:

    This is based on the ‘Ticket’ metric where we're reporting, based on the total number of tickets.

    We can add filters or group by condition, based on the ‘Associated Survey’.

  • Go to Analytics > New Report
  • Add the report title and description
  • Once the reports are created, drag and drop the Chart option from the right pane to the reports area
  • Click on Add Chart option on the reports screen

  • New Widget screen will pop-up. Add the Name and Description of the widget and set Module as Tickets

  • This is based on the ‘ Ticket’ metric where we're reporting, based on the total number of tickets.

  • Within this, you can add filters or group by condition, based on the ‘Associated Survey’.

    • ``` Note: For all surveys created after August 2021, users will not be able to filter based on Ratings. ```