CSAT Score: Track Customer Satisfaction Across All Channels

CSAT (Customer Satisfaction Score) helps you measure how satisfied your customers are after interacting with your business, whether through an agent, chatbot, or overall support experience.

With DMLY, you can collect and track CSAT across multiple channels including WhatsApp, Instagram, Messenger, Telegram, and Live Chat, giving you a complete view of customer satisfaction in one place.

What is CSAT?

CSAT is a key performance indicator (KPI) that measures customer satisfaction by asking customers to rate their experience — typically on a scale of 1 to 5.

Example question:

“How satisfied are you with your experience?”

Ratings usually mean:

• 1 – Very Dissatisfied

• 2 – Dissatisfied

• 3 – Neutral

• 4 – Satisfied

• 5 – Very Satisfied

How is CSAT Score Calculated?

CSAT Score is calculated using the formula:

CSAT Score = (Number of positive ratings ÷ Total responses) × 100

Positive ratings typically include:

• 4 (Satisfied)

• 5 (Very Satisfied)

Example:

If 80 out of 100 customers rate their experience as 4 or 5:

CSAT = (80 ÷ 100) × 100 = 80%

How to Collect CSAT Surveys in DMLY

You can automatically trigger CSAT surveys using Automation rules.

Step 1: Go to Automations

Navigate to:

Automations → Add Rule → Create From Scratch

Step 2: Set the Trigger

Choose:

When Contact Status Changes

Set condition:

• Field: Contact Status

• Operator: Equals

• Value: Closed

This ensures the survey is sent when a conversation is completed.

Step 3: Add CSAT Action

Select:

Action Type → Send CSAT Survey

Choose:

• Survey Type (Agent / Bot / Customer Experience)

• Channel (WhatsApp or any supported channel)

• Template (approved CSAT template)

Tip: Ensure your template includes 1–5 rating buttons to collect structured responses.

Step 4: Save & Test

Close a test conversation and verify that:

• The survey is triggered

• Ratings are recorded correctly

Use Cases for CSAT Surveys

For Agent Performance

• Interaction satisfaction

• Issue resolution quality

• Response time

• Communication clarity

• Follow-up effectiveness

For Chatbots

• Query handling accuracy

• Ease of use

• Personalization

• Escalation handling

For Overall Customer Experience

• Website or app journey

• Billing and payment experience

• Product usability

• Post-purchase support

• Loyalty programs

How to View CSAT Reports

To analyze customer satisfaction data:

1. Go to Reports → CSAT Score

2. Apply filters:

   • Channel (e.g., WhatsApp)

   • Survey Type (Agent / Bot / Customer Experience)

   • Date Range

3. Click Run Report

CSAT Report Includes:

• Overall CSAT Score (%)

• Rating breakdown (1–5)

• Total number of responses

• Channel-level performance

• Customer-level feedback insights

Track Satisfaction Across All Channels

DMLY consolidates CSAT data across:

• WhatsApp

• Instagram

• Messenger

• Telegram

• Live Chat

This allows you to:

• Compare channel performance

• Identify service gaps

• Improve response quality

• Monitor support team effectiveness

• Make data-driven improvements

Why CSAT Matters

Tracking CSAT consistently helps you:

• Improve service quality

• Increase customer retention

• Reduce churn

• Strengthen brand loyalty

• Optimize agent and bot performance

By setting up automated CSAT surveys and reviewing reports regularly, you gain clear visibility into how your customers truly feel — and where improvements are needed.