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📊 CSAT Score: Measure Customer Satisfaction Across Channels

CSAT (Customer Satisfaction Score) helps you understand how happy your customers are with your service—whether they’re interacting with your Agent, Bot, or overall Customer Experience—via WhatsApp, Instagram, Messenger, Telegram, and Live Chat.

💡 What is CSAT?​

CSAT is a KPI that measures the percentage of satisfied customers by asking them to rate their experience, typically on a scale of 1 to 5.

🧮 How is CSAT Score Calculated?​

CSAT Score = (No. of positive responses (4 & 5 ratings) ÷ Total responses received) × 100

🛠 How to Collect CSAT Surveys in Whautochat​

  1. Go to the Automation menu in the Whautochat app
  2. Click Add Rule > Create Rule From Scratch
  3. Select the trigger: When a Contact Status Changes
  4. Set Condition:
    • Field: Contact Status
    • Operator: equals
    • Value: Closed
  5. Action Type: Send CSAT Survey
  6. Survey For: Agent / Bot / Customer Experience
  7. Channel: WhatsApp (or any supported channel)
  8. Template: Choose whauto_customer_satisfaction_survey(en) (or your own approved template)

[!tip] Tip: Ensure your template contains 1-5 rating buttons to collect valid CSAT responses.

  1. Click Save
  2. Test the flow by closing a conversation and verifying that the survey is triggered.

🎯 Use Cases for CSAT Surveys​

For Agents:

  • Interaction satisfaction
  • Issue resolution
  • Response time
  • Communication clarity
  • Follow-up quality

For Bots:

  • Query handling
  • Accuracy of info
  • Engagement & ease of use
  • Personalization
  • Escalation handling

For Customer Experience:

  • Website or app experience
  • Billing & payments
  • Product usability
  • Loyalty program feedback
  • Post-purchase experience

📈 How to View CSAT Reports​

  1. Navigate to Reports > CSAT Score
  2. Filter by:
    • Channel (e.g., WhatsApp)
    • Survey Type (Agent / Bot / Customer Experience)
    • Date Range
  3. Click Run Report

CSAT Report Includes:

  • Overall CSAT score (%)
  • Ratings breakdown (1 to 5)
  • Total responses
  • Customer-wise feedback details

By setting up CSAT surveys and monitoring them regularly, you can improve service quality, boost retention, and build better customer relationships.