Satisfaction Analytics

You’ve asked your visitors for feedback, now it’s time to dig into the data. 

In this article:

• Viewing Your Feedback Analytics Overview 
• Looking at Your Custom Feedback Responses

Viewing Your Feedback Analytics Overview

Make sure feedback is collected after each interaction in Settings > Conversation Settings > Feedback. 

Then go to Analytics > Satisfaction > Feedback. Use the filters to view feedback during a particular time or by department. The graph shows the average rating for that segment of time. 

The statistics at the bottom account for: 

• All feedback
• All custom feedback 
• The number of 5+ star ratings for agents
• The number of 4-star ratings for agents
• The number of 3-star ratings for agents
• The number of 2-star ratings for agents
• The number of 1-star ratings for agents

Looking at Your Custom Feedback Responses

You might want more detailed feedback. 

See your Custom Feedback contextualized through: 

• Thumbs Rating 
• Checkbox Rating 

• Checkbox Feedback
• Radio button Feedback 

• Text Feedback

Feedback creates a window into your visitor’s mind. Use this data to identify pain points and improve on features that your customers love.