CSAT Analysis Dashboard
Your support quality, visible in real time.
What changes when you build this
The gaps you're living with today,
and what this tool fixes.
Problems
- CSAT scores arrive in a weekly email digest, days after the interactions that drove them
- Leads can't tell which agents or channels are pulling the average down without exporting data
- Low-scored tickets aren't linked back to workflow failures — just a number with no root cause
- SLA breach rates and CSAT are tracked in separate tools, hiding the connection between speed and satisfaction
- New agents get no feedback loop until performance review time, when the damage is already done
Solutions
- CSAT responses surface in real time, linked directly to the ticket and agent that generated them
- Per-agent and per-channel breakdowns show exactly where scores are slipping, without manual exports
- Low-scored tickets are automatically flagged for review, with full interaction history attached
- SLA compliance and CSAT live in one view so leads can see when speed problems become satisfaction problems
- Agents see their own scores updated continuously, creating a daily feedback loop instead of a quarterly surprise
What the data model looks like
Refine generates this table structure from your
prompt. Edit columns, types, and relationships after.
100%
Mistakes to avoid
These are the failure patterns teams hit most often
when building this.
Aggregates hiding agent-level problemsFix: Always surface per-agent breakdowns alongside team averages so a strong team doesn't mask a struggling individual.
Aggregates hiding agent-level problems
Fix:Always surface per-agent breakdowns alongside team averages so a strong team doesn't mask a struggling individual.
CSAT disconnected from ticket dataFix: Join survey responses to tickets by ticket ID so every low score links directly to the interaction that caused it.
CSAT disconnected from ticket data
Fix:Join survey responses to tickets by ticket ID so every low score links directly to the interaction that caused it.
SLA and CSAT tracked separatelyFix: Add resolution_time and sla_breached columns to the CSAT table so speed and satisfaction are always analyzed together.
SLA and CSAT tracked separately
Fix:Add resolution_time and sla_breached columns to the CSAT table so speed and satisfaction are always analyzed together.
No threshold alertsFix: Set an automated flag when any agent's 7-day rolling score drops below 3.5 so leads are notified before it compounds.
No threshold alerts
Fix:Set an automated flag when any agent's 7-day rolling score drops below 3.5 so leads are notified before it compounds.
Agents can't see their own scoresFix: Give agents a scoped view of their own CSAT history — visibility creates accountability without requiring a manager to deliver the news.
Agents can't see their own scores
Fix:Give agents a scoped view of their own CSAT history — visibility creates accountability without requiring a manager to deliver the news.