Read the Satisfaction report
See your average satisfaction score, share of 4 and 5 star ratings, response rate, score distribution, scores by agent and recent customer comments.
Last updated 2 min read
The Satisfaction report turns customer ratings into a score you can track, and shows the comments behind it.
Before you start
- Who can do this: everyone.
- Plan: all plans.
- What you need: ratings. The chat window asks after you close a chat; email surveys are being connected. See Set up satisfaction surveys.
Step by step
- Open Analytics and choose Satisfaction ("Answers to the survey sent after a ticket closes (1 to 5 stars).").
- Pick a date range and filters.
- Read Average score, Satisfied (4–5 stars), Answers and Response rate ("Answers per closed ticket").
- Look at Score distribution.
- Check By agent ("Average score of tickets they own").
- Read Recent comments.
What happens next
What each number means
| Number | Meaning |
|---|---|
| Average score | Mean of all 1 to 5 answers |
| Satisfied (4–5 stars) | Share of answers that are 4 or 5 |
| Answers | How many ratings came in |
| Response rate | Answers per closed ticket |
Where ratings come from
| Source | When asked |
|---|---|
| Chat window | When you close a chat: "How was your experience?" |
| Survey page | After a ticket closes, once email sending is connected |
Each conversation can be rated once.
Turning ratings into improvements
Low ratings usually cluster around a few topics. Filter the report by Tag to find them, then read the comments for those tags. Common fixes are a clearer macro, a faster first reply for that topic or a change in your store, such as better size guidance. Re-check the same tag a month later.
Score distribution
The distribution shows how many answers each score received, from 1 to 5. A healthy pattern has most answers at 5 and 4. Many 3s suggest replies that are correct but not warm; many 1s usually point to a specific failure worth reading about in the comments.
Tips
- Read every 1 and 2 star comment and follow up with the customer.
- Share 5 star comments with the agent who earned them.
- Close chats when they are finished, so customers get the rating prompt while the conversation is fresh.
- Filter by Tag to see which topics leave customers least happy.
Troubleshooting
"No comments in this period."
Nobody left a comment. Widen the date range.
The score is based on very few answers
Check Answers. Until email surveys are sent, ratings come mainly from chat.
Frequently asked questions
Where do satisfaction ratings come from?
From two places. The chat window asks for a rating when you close a chat, and the satisfaction survey page asks after a ticket closes. Both use a 1 to 5 scale with an optional comment, and both appear together in this report.
What is a good satisfaction score?
The report shows the average score out of 5 and the share of answers that are 4 or 5 stars. Many teams aim for most answers to be 4 or 5. Track your own trend over time rather than comparing with other businesses, because customers and products differ.
What does response rate mean in the Satisfaction report?
Answers per closed ticket in the period. A low rate means few customers rate, so the score rests on a small group. Email surveys are still being connected, so for now most answers come from the chat window's rating prompt.
How is satisfaction shown per agent?
By agent shows the average score of the tickets each agent owns, so the assignee gets the credit or the feedback. Read it alongside the number of answers, because one rating says little on its own, and look at trends over a month or more.
Can I read what customers wrote?
Yes. Recent comments lists the latest comments in the period with their score. If there are none, it says No comments in this period. Comments are often more useful than the score, so read them weekly and share good ones with the team.
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Related articles
- Set up satisfaction surveys (CSAT)PreviewAsk customers to rate your support after a ticket closes. Set the delay, channels, question and thank-you text, preview it and try the customer page.
- Read the Agents reportCompare agents on tickets replied, messages sent, tickets closed, first response, resolution, one-touch and satisfaction, and filter by team or tag.
- Analytics metric glossaryPlain definitions of every Hushdesk metric, including tickets created, replied and closed, first response, resolution, one-touch, CSAT and SLA results.
- Answer live chats in real timeHow chat tickets arrive in the inbox, how typing shows on both sides, what the visitor sees when you reply or close the chat, and how to hand over to AI.
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