Skip to main content
Open Surveys from the sidebar, then choose CSAT Dashboard from the Surveys menu. You can also select the CSAT summary link when it appears. For a particular campaign, use its survey row’s … > View Dashboard action. Your MSP must make CSAT available and grant your role access to it. General survey access alone is not sufficient. Company users view their permitted company information; the comparison table across companies is an MSP view.

​
Read the dashboard

  1. Check whether the heading names a particular campaign or shows the overall CSAT view.
  2. Check the Last … days period below the summary. This period is configured by the MSP.
  3. Compare CSAT, Responses, Satisfied, and Dissatisfied.
  4. Read Trend and Score Distribution together with the number of responses.
  5. Expand Recent Responses to inspect available ratings and comments. Section arrows collapse or reopen the content; they do not delete records.
The CSAT percentage is the share of included responses classified as satisfied. It is not the average raw rating. Ratings use normalized scores so feedback from different rating scales can be classified consistently: at least 80 is satisfied, 40 to below 80 is neutral, and below 40 is dissatisfied. The response list also displays the original rating and scale, such as 4/5. Neutral ratings count in Responses, so adding Satisfied and Dissatisfied does not necessarily equal the total. A dash or empty view is not a satisfaction score; check the scope, access, and available response data. The overall dashboard includes CSAT responses mapped to a company. Unmapped responses can exist without appearing in these figures. For an effort-score (CES) campaign, open its own campaign dashboard rather than assuming it is included in the overall CSAT total.

​
Comments, names, and technician information

The MSP controls whether the dashboard displays comments, respondent details, and CSAT by Technician. A hidden comment section does not establish that no written feedback was collected. When comments are enabled, No comment means no comment is present for that displayed response. Technician results depend on the assigned technician and available mapping to a portal user. No matching portal user is a mapping state, not a zero score or proof that the ticket was unassigned. These are display settings. They are not a guarantee that identifying fields or comments are excluded from an authorized CSV export or other accessible views.

​
Check the time window before comparing figures

Different counts between these views can be expected. Compare the period, campaign, company, and response limit before treating the difference as missing feedback.

​
Export responses

  1. Open the overall or campaign dashboard you want to export.
  2. Confirm the company selection if your account can change it.
  3. Select Export CSV.
  4. Open the downloaded CSV and check its response dates and scope.
The dashboard export uses a fixed set of fields, including rating, scale, normalized score, source, company identifier, respondent name/email, ticket information, assigned technician identifier, and feedback text where available. It fetches matching records across pages, not only the recent rows currently visible. The default export period is 90 days even when the dashboard uses a different period. If the download fails or is interrupted, check the browser’s download status before using the file as a complete report. Ask the MSP about an unavailable export or a different reporting period.

​
MSP: inspect a company’s recent responses

In CSAT by Company, select a company to open its response panel. The summary at the top refers to the dashboard period; the list contains up to 50 newest available responses. Close the panel to return to the comparison table. A contact-history link opens feedback for a specified email address and shows up to 100 latest accessible records, including original rating, date, comment, source, and ticket information. It is a separate view and does not mean all historical responses fit on the page.

​
Frequently asked questions

CSAT has its own availability and role permission. Ask your MSP to check CSAT access and the connected feedback sources. Company administrators do not assign portal permissions themselves.
No. It is the percentage of included responses classified as satisfied. The individual response retains its original rating and scale.
Neutral responses also contribute to the total. Check Score Distribution for all three categories.
The summary uses the configured number of days, while Recent Responses retrieves a limited number of the newest ratings without the same period filter.
No. The dashboard export defaults to the last 90 days. Check dates in the file, especially when the dashboard period is different.
No. Dashboard presentation settings are separate from access to exported fields. Authorized exports can include names, email addresses, and comments when stored.
The cross-company table is an MSP view. Company access is scoped to the information their MSP makes available to them.
No. Reading the dashboard is separate from responding to the contact, posting a public review, or publishing a testimonial.