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Satisfaction report

Last Update: Sep 2024 • Est. Read Time: 4 MIN
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The Satisfaction report provides a summary and survey-specific data on surveys executed through Kustomer's Satisfaction feature. It includes KPIs like Average Satisfaction Score over time (per channel and aggregate), Average Rating, normalized Ratings per Channel, searchable counts of Positive and Negative Ratings and Rated and Commented surveys per period, and a snapshot of the current (past 24 hours) Satisfaction Survey Sending Funnel. In addition, metrics can be filtered on specific surveys, teams, or one or more specific agents.

Who can access this feature?
User typesManagers or users with custom permission set access to reporting can access this feature.

In this article

To access the Satisfaction report, go to Reporting, and then select Satisfaction

Average Satisfaction chart

This chart displays the number of surveys scored Positive divided by the total number of surveys rated x 100 over the specified date range; averaged by channel by day.

Satisfaction report metrics

The report shows ten charts that let you quickly see your surveys' performance.

The following metrics are shown:

  • Negative Responses is the total count of conversations that were rated Negative in the selected time range.
  • Positive Responses is the total count of conversations that were rated Positive in the selected time range.
  • Average Score is the number of surveys scored 'Positive' divided by the total number of surveys rated over the selected time frame x 100
  • Sent is the total number of satisfaction forms that were sent in the selected time range.
  • Unresponded is the number of survey recipients that did not provide a satisfaction rating or comment.
  • Rated is the number of surveys for which a rating was selected by the recipient.
  • Commented is the number of surveys that received a response from the recipient in the secondary question.
  • Response Rate is the total number of surveys that received a rating divided by the number of surveys sent.

Overall Customer Satisfaction Score chart

This chart shows the negative and positive normalized score distributions in the selected time period.

Ratings chart

This chart displays the number of times each specific rating was chosen during the selected time range, separated by channel. Ratings are normalized across 2, 3, and 5-point survey scales.

Current Satisfaction Sending Funnel (Today) chart

This chart displays the most recent state of all survey-eligible conversations created that day. Not included are any Unresponded surveys, defined as surveys that were Offered but not Rated within the lockout period.

Score Breakdown table

This table shows the aggregated responses by ratings across all surveyed channels.

Calculate scores & ratings

The following section provides additional information for how scores and ratings are calculated.

Satisfaction Scores

The Satisfaction Score is the overall pass or fail of a conversation based on the customer's selection of a rating within the survey. Similar to NPS, our satisfaction score is based off a numerical value tied to the rating. This diagram explains which rating equates a Negative experience (0), and a Positive Experience (1). 

Conversations that received a 1 passed the survey and are calculated into the satisfaction score, while conversations that received a 0 are excluded. Satisfaction is calculated by dividing the number of Positive conversations by the number of conversations surveyed x 100. 

Ratings

Ratings are the specific emojis or numbers a customer selects based on your desired satisfaction style. The rating scale is weighted so that all responses are tied to a 5-point scale. This makes reporting and calculating averages easier and more accurate.

Selecting a positive rating ('thumbs up') in a two-count scale like 'thumbs up' or 'thumbs down' results in a rating of 5, while a 'thumbs down' would result in a 1. This way, when you run reports that aggregate across multiple surveys that may have different scales, your results will be normalized.

View survey responses

You can view detailed data for each survey by selecting the Survey Responses tab and then selecting the survey from the drop-down menu. Here, you can review metrics such as, the total count of positive and negative responses for that survey over the specific date range, along with the survey's average score and median rating. 

You can also view a breakdown of the responses left on your survey for each one of your follow-up questions, separated by both Positive and Negative responses.

Each question type has the following default chart type:

  • Multiple choice questions - Pie chart
  • Multi-select questions - Column chart
  • Free text - Table

You can drilldown on any of these charts to gain more insights on the responses. Selecting a line of free text will direct you to the related conversation on a customer's timeline.

Metric calculations

Below you'll find descriptions of the calculations for each metric including the attributes used in their formation. These can be beneficial when rebuilding standard report metrics in your custom reports or referenced when building metrics or performing analysis outside the Kustomer platform with data sourced from our API's or data services, such as Kinesis.

The Date Anchor is the attribute which is linked to the date range picker in each report's header that determines whether or not any objects that fit the calculation criteria will appear in your chart or table.

Metric
Calculation
Date Anchor
Average Satisfactiongrouped by conversation.satisfactionLevel.channel average of conversation.satisfactionLevel.score
conversation.satisfactionLevel.createdAt
Negative Responsesdistinct conversation.id where conversation.satisfactionLevel.score is '0'
conversation.satisfactionLevel.createdAt
Positive Responsesdistinct conversation.id where conversation.satisfactionLevel.score  is '1'conversation.satisfactionLevel.createdAt
AVG. Score
average of conversation.satisfactionLevel.score multiplied by 100
conversation.satisfactionLevel.createdAt
Median Rating
50th percentile aggregation on conversation.satisfactionLevel.rating 
conversation.satisfactionLevel.createdAt
Ratings
count of distinct conversation.id  grouped by conversation.satisfactionLevel.channel then by conversation.satisfactionLevel.rating
conversation.satisfactionLevel.createdAt
Sentcount of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is 'offered'conversation.satisfactionLevel.createdAt
Unrespondedcount of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is 'unresponded' conversation.satisfactionLevel.createdAt
Rated
count of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is 'rated' 
conversation.satisfactionLevel.createdAt
Commentedcount of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is 'commented' conversation.satisfactionLevel.createdAt
Response Ratecount of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is in ('rated', 'commented') divided by count of distinct conversation.id where conversation.satisfactionLevel is presentconversation.satisfactionLevel.createdAt
Comment Ratecount of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is 'commented' divided by count of distinct conversation.id where conversation.satisfactionLevel is presentconversation.satisfactionLevel.createdAt