Use Intercom reporting to get a holistic view of customer satisfaction (CSAT) across all support channels, teammates, AI agents, and chatbots.

Go to Reports and create a new report, then select the Customer satisfaction template to get started quickly.

Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.

The CSAT report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.

Use the Overall CSAT score as a baseline metric to measure overall customer sentiment. Compare it against industry benchmarks, past performance, or internal goals. This tells you if your support meets general customer expectations and can help identify the need for broad strategic improvements.

Analyze the Teammate CSAT score to reward high-performing teammates and coach those with lower scores. This fosters better team morale and targeted skill development, directly improving customer interactions.

Analyze the Fin AI Agent CSAT score to see how it compares to teammate CSAT. If the score is significantly lower than human teammates, you'll need to work on refining Fin to better address customer needs. This could involve addressing content gaps to help Fin resolve more queries, or expanding its capabilities such as setting up data & actions for personalized answers.

Analyze the CSAT score over time for spikes or dips to correlate changes (e.g., new policies, product launches, or staffing adjustments) with customer sentiment. Use this to identify successful initiatives or areas needing attention.

Aggregate remarks provide a high-level view of customer sentiment, helping to spot recurring themes or sentiments that influence satisfaction.

Analyze these remarks to identify what customers love about your support. Share these interactions as examples in training sessions and use them in marketing materials to showcase customer satisfaction.

Review these to see what contributes to positive but not "amazing" feedback. Fine-tune these areas to turn "great" into "amazing."

Analyze these to identify areas where customers' expectations were met but not exceeded. Focus on these areas to find small tweaks that could lead to higher satisfaction scores.

Deep dive into these interactions to identify clear failures in processes, product, or communication. Address the issues promptly to prevent future dissatisfaction.

Investigate these remarks immediately to determine whether they point to systemic issues or isolated incidents. Use these cases as an impetus for larger changes if necessary.

Use the Conversation ratings chart to understand which conversations are driving satisfaction or dissatisfaction. You can filter the table by "Conversation rating" to see conversations with negative CSAT and focus on these first.

Look at the CSAT request rate chart to ensure surveys are being sent at the right time and to the right audiences. Adjust request strategies if rates are low, aligning with business goals of data collection.

Monitor the CSAT response rate chart and if response rates are low, assess the timing, format, or incentives of your surveys. High response rates ensure you capture a broader and more accurate view of customer sentiment.

Analyze when customers are most likely to respond to surveys using the CSAT survey request & response rates - by time chart. Adjust survey requests to align with peak response times, improving data collection efficiency.

Use the Topics driving dissatisfaction chart to identify recurring themes in dissatisfaction (e.g., product bugs) and prioritize these for resolution. This directly addresses root causes of customer frustration.

Compare Teammate CSAT performance to identify top performers for recognition and lower performers for targeted training. Use this to foster a culture of continuous improvement and accountability.

Take a deeper dive into your CSAT report by adding filters at the top of the screen to specify a date range, channel, teammate/team, or filter by a specific data attribute.