Use Intercom reporting to get a holistic view of customer satisfaction (CSAT) across all support channels, teammates, AI agents, and chatbots.

The screenshot below shows the default layout of the Surveyed CSAT report template:

Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.

The CSAT report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.

Each section below describes a specific use case, which chart to focus on in the Surveyed CSAT report, and how to act on the data it surfaces.

Use the Overall CSAT score as a baseline metric to measure overall customer sentiment. Compare it against industry benchmarks, past performance, or internal goals. This tells you if your support meets general customer expectations and can help identify the need for broad strategic improvements.

Analyze the Teammate CSAT score to reward high-performing teammates and coach those with lower scores. This fosters better team morale and targeted skill development, directly improving customer interactions.

Analyze the Fin AI Agent CSAT score to see how it compares to teammate CSAT. If the score is significantly lower than human teammates, you'll need to work on refining Fin to better address customer needs. This could involve addressing content gaps to help Fin resolve more queries, or expanding its capabilities such as setting up data & actions for personalized answers.

Analyze the CSAT score over time for spikes or dips to correlate changes (e.g., new policies, product launches, or staffing adjustments) with customer sentiment. Use this to identify successful initiatives or areas needing attention.

Aggregate remarks provide a high-level view of customer sentiment, helping to spot recurring themes or sentiments that influence satisfaction.

The chart below shows all CSAT survey remarks broken down by rating type:

Analyze Amazing remarks from your Surveyed CSAT report to identify what customers love about your support. Share these interactions as examples in training sessions, and use them in marketing materials to showcase customer satisfaction.

Great remarks are positive CSAT survey comments that fall just short of 'Amazing.' Review them to see what contributes to positive but not 'Amazing' feedback, then fine-tune those areas to turn 'Great' into 'Amazing.'

Ok remarks in your CSAT survey results indicate that customers' expectations were met but not exceeded. Analyze them to identify areas where small tweaks could lead to higher satisfaction scores.

Bad remarks are negative CSAT survey comments that signal clear failures in processes, product, or communication. Deep-dive into these interactions and address the issues promptly to prevent future dissatisfaction.

Terrible remarks are the most critical negative CSAT survey comments. Investigate them immediately to determine whether they point to systemic issues or isolated incidents, and use these cases as an impetus for larger changes if necessary.

Use the Conversation ratings chart to understand which conversations are driving satisfaction or dissatisfaction. You can filter the table by "Conversation rating" to see conversations with negative CSAT and focus on these first.

Look at the CSAT request rate chart to ensure surveys are being sent at the right time and to the right audiences. Adjust request strategies if rates are low, aligning with business goals of data collection.

To see absolute counts of surveys sent and responded to — rather than percentages — add the Conversations with a rating request and Conversations with a rating metrics to a custom report using the Conversation Rating dataset. These are available on the Advanced or Expert plan via Reports > New report.

Monitor the CSAT response rate chart and if response rates are low, assess the timing, format, or incentives of your surveys. High response rates ensure you capture a broader and more accurate view of customer sentiment.

The screenshot below shows the CSAT Response Rate KPI chart from the Surveyed CSAT report:

Analyze when customers are most likely to respond to surveys using the CSAT survey request & response rates - by time chart. Adjust survey requests to align with peak response times, improving data collection efficiency.

Use the Topics driving dissatisfaction chart to identify recurring themes in dissatisfaction (e.g., product bugs) and prioritize these for resolution. This directly addresses root causes of customer frustration.

Compare Teammate CSAT performance to identify top performers for recognition and lower performers for targeted training. Use this to foster a culture of continuous improvement and accountability.

Take a deeper dive into your CSAT report by adding filters at the top of the screen to specify a date range, channel, teammate/team, or filter by a specific data attribute.