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This article covers CSAT reporting in Insights. For setting up surveys, see Customer Surveys (CSAT). Plain sends a short survey after a thread is resolved. Customers rate their experience as Positive, Neutral, or Negative and can leave an optional comment.

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Metrics

Each thread has at most one CSAT response. The period filter applies to when the survey was submitted, not when the thread was created or resolved. Threads belonging to deleted or spam customers are excluded.

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Where to find CSAT data

Individual ratings and comments are visible in the thread sidebar. Aggregate trends and breakdowns are at Insights → Reporting → CSAT.

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Filtering and drill-down

CSAT supports the same drill-down dimensions as all other Insights metrics: Channel, Company, Group, Label, Priority, and Tier.
CSAT scores are not available per-agent in Team reporting.
CSAT is available on the Horizon and Frontier plans. Contact sales@plain.com to upgrade.