Customer satisfaction rating (CSAT rating) remains one of the best ways to gauge how your customers feel about your service and support. It refers to the percentage of customers that picked a positive answer to the survey question sent at the conclusion of an agent-customer interaction.
The Customer Satisfaction Survey is built-in to Freshdesk and can be used to directly measure helpdesk efficiency and customer satisfaction with every support ticket. You can use the customer satisfaction report to analyze your agents’ relative performance; which can, in turn, help you assess your service, and provide better guidelines to train support people in the future based on past results.
The 'Overall support experience' and 'Results by choices' widgets group the responses into 3 buckets - positive, neutral and negative. For instance, if you have set up a 7-point scale survey, the responses get split as 3 (positive with gradients)-1 (neutral)-3 (negative with gradients); for a 5-point scale, it'll be 2-1-2 and so on.
You can also see the survey results split by Group and Agent by clicking on the corresponding widgets. Use the 'Show Tabular data' accordion to drill-down to the tickets to view the comments received as part of the CSAT rating.