--- title: "Customer Satisfaction (CSAT)" slug: "customer-satisfaction-csat" description: "Analyze customer feedback with our report to measure satisfaction, identify trends, and enhance service quality across all survey integration partners." updated: 2026-03-09T06:16:30Z published: 2026-03-09T06:16:30Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Customer Satisfaction (CSAT) The Customer Satisfaction (CSAT) report analyzes feedback collected through your integrated Customer Satisfaction (CSAT) and Net Promoter Score (NPS) survey partners 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. > [!WARNING] > Supported CSAT/NPS platforms > > The Customer Satisfaction (CSAT) report currently supports only the following platforms even if the correct [format](https://help.gladly.com/docs/customer-satisfaction-csat) is passed to Gladly: > > - [SimpleSat](/docs/simplesat-overview) > - [Medallia Connect (Stella)](/docs/medallia-agent-connect-overview) > - [Delighted](/docs/delighted-overview) > - [Qualtrics](/product-docs/docs/qualtrics-overview) > - [TurnTo](/product-docs/docs/emplifi-overview) 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. > [!NOTE] > Report data is updated and refreshed once daily > > The Customer Satisfaction (CSAT) report updates daily at 4 AM UTC (midnight in New York and 9 PM in Los Angeles). If a rating is received in the morning, you will see it in the report the next day. ## How data in the report is measured The report is measured by the following: **Grouping** - Grouped by Conversations. **Time Anchor** - Data is [time anchored](https://help.gladly.com/docs/time-anchors) 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. | **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](/docs/what-is-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 Gladly AI 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 Gladly AI 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 [Create item API](https://developer.gladly.com/rest/#operation/createItem), 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](https://developer.gladly.com/rest/#operation/createItem)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. > [!NOTE] > Survey must be attributed to a Conversation > > Survey not attributed to a Conversation (e.g., testing in UAT/Sandbox) will not appear in the CSAT report even if the format is correct. #### Example Requests #### **CSAT** ```javascript { "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 ```javascript { "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" } } ``` Customer Satisfaction (CSAT) measures how satisfied customers are with a company's products or services. It's a key metric for the customer and service industries. Net Promoter Score (NPS) is a metric that measures how likely a customer is to recommend a product, service, or brand. It's a common tool for assessing customer satisfaction and loyalty. Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime. - Please select the correct business impact (P1 to P4). - Most requests should be sent as a P4.