Satisfaction Scores
Collect and analyse CSAT ratings from visitors after conversations.
Kerabie sends an automatic satisfaction survey after a conversation is resolved. The results feed into the Satisfaction analytics dashboard.
Enabling CSAT surveys
- Go to Settings → Widget Settings → Satisfaction
- Toggle Send CSAT survey after resolution on
- Customise the survey message (optional)
- Save
The survey appears in the widget a few minutes after an agent resolves the conversation.
Survey format
The default survey asks:
"How would you rate your support experience?" ⭐ ⭐ ⭐ ⭐ ⭐ (1–5 stars)
An optional follow-up text field collects written comments. Both are shown in the satisfaction dashboard.
Metrics
Overall CSAT
| Metric | Description |
|---|---|
| CSAT score | Average rating across all responses in the period (out of 5) |
| Response rate | % of resolved conversations where the visitor submitted a rating |
| Total responses | Raw count of ratings received |
Distribution
The Rating breakdown chart shows the count of 1-star through 5-star ratings. A large number of 1–2 star ratings with comments is the most actionable signal.
Per-agent CSAT
Ratings are linked to the agent who resolved the conversation, so you can compare CSAT scores per agent in Analytics → Agents.
Comments
All written comments are listed in the Comments tab, newest first. Filter by:
- Rating (e.g. only 1-star comments)
- Agent
- Date range
Use low-rating comments directly in agent coaching sessions.
Improving your score
Common causes of low CSAT:
- Slow first response time: address with automations and staffing
- Unresolved issues: check resolution rate alongside CSAT
- Tone: review low-rated transcripts to spot patterns in how agents communicate