DelightChat stores all the CSAT responses so that you can analyze it later. You can do so by going to the Analytics section of the app.
In the Overview page, you'll see the summary cards for CSAT Sent, CSAT Received and Median CSAT Score for the time period that you have selected. CSAT Sent is the number of surveys sent. CSAT Received is the number of customers who replied. Median CSAT Score is the middle value of all scores received. Scores go from 1 to 5. By default, 1 is Terrible, 2 is Bad, 3 is Okay, 4 is Good and 5 is Great.
If you go to the Support Channels page, you can see channel-wise CSATs Sent, Received & Median Score for the selected time period.
And finally, to get the CSAT score and feedback text per ticket, go to the All Tickets page. You can also export the data as a CSV and analyze it as per your needs. You can also go to Analytics > Customer Feedback (CSAT). This page shows the cards CSAT Received, CSAT Sent, CSAT Response Rate (how many customers replied out of the surveys sent) and Median CSAT Score. Below the cards, a table lists each ticket with its CSAT Score and CSAT Comment. Click Export as CSV to get the data by email.
If you're just getting started with sending CSAT surveys to your customers, this help article will get you up to speed.
We've built the capability to modify the CSAT message as well as translate the survey collection page itself. This help article will show you how.
