Customer Satisfaction (CSAT)

The Customer Satisfaction (CSAT) report analyzes feedback collected through your integrated Customer Satisfaction (CSAT) and Net Promoter Score (NPS) survey partners, such as SimpleSat, Medallia Connect (Stella), Delighted, and similar platforms, following a Customer interaction in Gladly. The report aggregates and examines responses to measure satisfaction levels, helping you identify trends and provide actionable insights for improving service quality.

The report incorporates data from all your survey integration partners, ensuring a broad perspective on Customer sentiment across various touchpoints. By analyzing responses, you can effectively evaluate the service experience, Agent performance, and areas for potential service enhancement.

How data in the report is measured

The report is measured by the following:

Grouping

Grouped by Conversations.

Time Anchor

Data is time anchored using ‘Conversation Closed at’ in the UI and API.

Metrics used for the report

Review the definition of each metric and how it's used to calculate data. These are fields you'll see in the CSV download. The columns in the report fill dynamically when the information is available and may change as the filters are updated.

Metric	Description	Comments
Conversation Id	Gladly ID for the Conversation.
Customer Id	Customer ID for the Conversation.
Conversation Link	Link to the Conversation.
Survey Date	Date the survey response was received.
Survey Source	CSAT feature partner where the survey was received.	You may see different sources if multiple CSAT vendor partners are connected to Gladly.
Survey Format	Indicates how the Raw Scores are formatted.	The most common formats are "Numeric CSAT," which uses a 1-5 CSAT range, and "Net Promoter Score Survey, which uses a 1-10 NPS range.
Raw Score	The raw rating or score format received as configured in the survey.
Survey Score	The rating or score provided by the Customer.	May vary depending on the scale used in the survey. (e.g., on a scale of 1 to 5, 1 to 10, etc).
Survey Response	Responses to additional questions or comments as configured in the survey.	Depending on how the survey is configured to receive additional responses from the Customer, this column may include responses to other questions and additional ratings.

How the Customer Satisfaction (CSAT) report is filtered

Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.

Date

The date filter will correspond to the ‘survey date’ timestamp.

FAQs

Where else can I find the CSAT data?

Numeric scores and survey responses have been added to the Conversation Metrics Explore in Insight Builder.
Customer responses to your partner's Customer Satisfaction (CSAT) and Net Prompter Score (NPS) surveys are added as Conversation items to the Conversation Timeline.

Is there a historical limit to the data captured?

The report will include data captured from January 1, 2025 and beyond.

How can I compare CSAT scores for Conversations handled by Sidekick to CSAT scores for Conversations handled by Agents?

Customers with an Insight Builder subscription can build custom reports. Filter the Conversation Metrics report to show Conversations that Sidekick assisted and resolved, and add relevant fields for CSAT scores and survey responses. Compare these to CSAT scores and survey responses based on your Agents by filtering for Assigned Agent Name - Agent Last Closed, the name of the Agent assigned to the Conversation when it was last closed.

My company integrated CSAT or NPS into Gladly Why am I not seeing data in the CSAT report?

Typically, CSAT or NPS partner apps must post Customer survey responses to the Conversation Timeline using the Createitem API, following this example format:

content.type = CUSTOMER_ACTIVITY

content.activityType = SURVEY

content.sourceName = Enter your CSAT or NPS vendor’s name here, for example, “Delighted”

content.title = either “CSAT - Customer Satisfaction Survey” or “NPS - Net Promoter Score Survey”, as appropriate

body= “Rating: X”, where X is the numeric CSAT rating on a 1-5 scale, and ”Score: X", where X is the numeric NPS score on a 1-10 scale.

Add the verbatim comments from the Customer at the end of the body after the numeric rating.

Using alternate formats, such as content.type = CONVERSATION_NOTE for the feedback data will result in no data flowing through to the Customer Satisfaction (CSAT) report.

Visit our API docs to learn how to update your CSAT or NPS integration with Gladly using the expected reporting format. Contact us Gladly Support if you need additional assistance.

Example Requests

CSAT

{
"content": {
"type": "CUSTOMER_ACTIVITY",
"activityType": "SURVEY",
"title": "CSAT - Customer Satisfaction Survey",
"body": "Rating: 5\nLove your product. Keep up the great work!",
"sourceName": "Delighted"
}
}

NPS

{
"content": {
"type": "CUSTOMER_ACTIVITY",
"activityType": "SURVEY",
"title": "NPS - Net Promoter Score Survey",
"body": "Score: 10\nLOVE everything I’ve ever gotten from here!!! And its been A LOT!",
"sourceName": "Delighted"
}
}