Whether you are using a Klaus CSAT Survey or a survey from your help desk*, you will want to be able to view and analyze your results.

This is possible with the Klaus CSAT Dashboard!

You can access the dashboard here:

Filters

Just like in the main dashboard, you have plenty of filtering options such as time period, which agents, tickets with a certain tag, You can also filter to only see tickets with a specific score. Some additional filters that are included in the CSAT Dashboard:

  • User groups

  • Conversation source

  • Help desk tags

  • Word cloud words (available in the Professional & Advanced subscription plans)

  • Comment size (available in the Professional & Advanced subscription plans)

  • Predicted CSAT drivers (available in the Professional & Advanced subscription plans)

  • CSAT reasons

CSAT

This is the main summary which displays your overall CSAT score for this period with a breakdown of the scores. You can also set a CSAT target here.

Survey Funnel

Shows you how many surveys were sent vs. how many responses and comments you received. This allows you to determine your response rate.

CSAT over time

Shows you both your CSAT and IQS daily/weekly/monthly/quarterly and compares those scores to your target. You can also see the number of responses.

CSAT trends timeline card (available only in the Professional & Advanced plan)

In addition to keeping track of your overall CSAT score, monitoring survey progress, and identifying low-performing agents, you can now gain better visibility into the key drivers behind your CSAT.

On this card, you can drill your CSAT down by:

  • Channel

  • Conversation source

  • Helpdesk tags

  • CSAT reasons

  • Predicted CSAT drivers

CSAT by … card (available only in the Professional & Advanced plan)

Shows the same data as on CSAT trends timeline but in as a table.

Tags from help desk

Displays tags from your help desk conversations with CSAT feedback.


Word Cloud

A word cloud showing you the most used words in CSAT comments.


CSAT by users

A breakdown of CSAT performance by user

Survey replies

A list of scores and their accompanying comments. The AI solution automatically understands and picks up patterns in the free text comments and tags them under pre-set categories on Klaus’ CSAT dashboard. You can find a list of them here.


*The CSAT Dashboard will only show the information if you use the native rating survey from your help desk. 3rd party surveys unfortunately are not exposed in the API so we cannot display them on the dashboard.

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