Customer satisfaction (CSAT)
CSAT is a simple rating a visitor leaves after a conversation. It's the fastest signal of how your support feels to customers, and in Initio it rolls straight into your reports so you can track quality over time.
How it works
When a conversation wraps up, the visitor can rate their experience. That rating is saved against the conversation and the agent who handled it, then aggregated into your Reports so you can see the bigger picture.
- Each rated conversation contributes one score.
- An optional comment lets visitors say why, often the most useful part.
- Scores are tied to the agent and department, so you can see where things shine.
Where to find your scores
Open Reports in the dashboard. Your CSAT summary shows the average rating and how it trends over the period you select. Drill into an individual conversation to read the rating and any comment in context.
CSAT only reflects conversations visitors chose to rate, so treat it as a trend rather than an exact percentage of every chat. A steady or rising average is the signal to watch.
Making the most of it
- Read the comments. The number tells you what; the note tells you why.
- Watch the trend. A dip after a busy week or a new policy is worth a closer look.
- Close the loop. When a visitor leaves contact details with a low score, follow up, it's your best chance to turn it around.