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CSAT Dashboard 

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The CSAT Dashboard displays data based on the surveys filled by the customers. 

The following charts are available under the CSAT Dashboard. 

  1. CSAT Score 
  1. NPS Score 
  1. CSAT over Time 
  1. CSAT by Agent 
  1. Platform wise Sentiment 
  1. CSAT by Platform 
  1. CSAT Score:  

Customer Satisfaction Score, or CSAT score, is a customer experience metric that measures happiness with a product, service, or customer support interaction through a customer satisfaction survey. We are calculating this by using the formula CSAT score= no of surveys which got 4 or 5 stars/total surveys received *100. 

Select the profile and apply the filters required to display the CSAT Score 

Fig: CSAT Score 

  1. NPS Score: 

Net Promoter Score (NPS) is a customer loyalty and satisfaction measurement taken from asking customers how likely they are to recommend your product or service to others on a scale of 0-10. We are calculating this by using the formula (promoters (9-10)- detractors (0- 6))/total_hits *100. 

Fig: Example of NPS Score for selected profiles and filters 

  1. CSAT over Time 

This chart represents your customer satisfaction score over a period. 

Fig: CSAT over time 

  • We can choose the Interval as Daily, Weekly, Monthly or Yearly 
  • We can Download the chart in CSV or PNG Format 
  1. CSAT by Agent 

This chart represents the agent-wise total number of tickets that received responses to the survey and CSAT shows out of those tickets how many received 4 or 5 stars 

Fig: CSAT by Agent 

  1. Platform wise Sentiment 

This chart tracks platform-wise split of sentiments as positive, negative, and neutral along with the total number of tickets. 

  1. CSAT by Platform 

This chart represents platform-wise total number of tickets that received response to the survey and CSAT shows out of those 

tickets how many received 4 or 5 stars. 

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