The satisfaction score comes from a short survey the phone assistant asks at the end of a call. Customers rate their experience, and the dashboard turns their answers into a rating out of 5. Only real survey answers count: the dashboard never guesses a score.
The survey is set up per phone assistant. See Satisfaction survey to turn it on or change the questions.
How the rating is calculated
- At the end of the call, the assistant asks your survey questions.
- Each answer gets a score from 1 (very negative) to 5 (very positive).
- The answers of that call are combined into one rating out of 5, in half-star steps.
- For a period, Satisfaction is the average rating of all the calls in that period where the customer answered the survey.
If a customer hangs up or doesn't answer the survey, that call has no rating and isn't part of the average.
Where to see it
| Where | What you see |
|---|---|
| Home, Indicators | Satisfaction for the last 7 or 30 days, with "From N surveys". |
| Reports | Satisfaction for the period and assistant you pick, plus the Survey ratings chart. |
| Call log | A Satisfaction column with stars for each call that has a survey. |
| Call details | Customer satisfaction stars, next to the summary and the transcript. |
The Survey ratings chart
This chart on Reports shows how many surveys got each rating, from 1 to 5. Half-star ratings are rounded to the nearest whole number. It helps you see whether a low average comes from a few very unhappy callers or from many middling ones.
How to read it
- Look at the number of surveys next to the average. An average from 3 surveys says much less than one from 300.
- To find what went wrong on a low rating, open that call in the call log and read its summary and transcript.
- A rating reflects the whole call, including time with your team after a transfer.
Good to know
- "—" means no customer answered the survey in that period, or the survey isn't turned on.
- Satisfaction is measured on phone calls only. WhatsApp conversations don't have a survey.
- Changing the survey questions doesn't change ratings already recorded.