Customer Satisfaction (CSAT)

After a ticket is resolved or closed, a short satisfaction survey can be sent to the customer automatically — with a star rating and optional additional questions. This page shows the evaluation of all responses, manages the surveys themselves, and lists individual customer responses.

What can I do here?

See average rating, NPS score, total responses and response rate at a glance
View the rating distribution (1–5 stars) and the rating trend over time
View a breakdown by agent and by category
Create, edit and delete surveys with custom questions
Decide when a survey is sent automatically (on resolve, on close, or manually only)
Search, filter and view individual customer responses in detail (including the linked ticket)
Switch over to external reviews (Trustpilot, Google, Amazon)

Step by step

Create a new survey: open the "Surveys" tab → "New Survey" → set a name, description and trigger event → add at least one question (rating, text or choice) → set "Active" → Save.
Review responses: open the "Responses" tab → optionally filter by survey, rating range or date range → click a row to see details including all answers and the linked ticket, if any.
Change a survey's trigger: open the "Surveys" tab → open the desired survey → edit → change the trigger event to "On Resolve", "On Close" or "Manual" → Save.
Review the overview: open the "Overview" tab to check KPI cards, rating distribution, trend, and the breakdown by agent/category.

Fields explained

Field	Meaning	Notes/Effect
Name (survey)	Name of the survey	Only visible internally
Description	Short description of the survey	Shown in the survey's detail panel
Trigger Event	Timing of the automatic send	See values table below
Questions	List of questions in this survey	Each question has a type (rating/text/choice)
Question type "Rating"	Star scale (1–5)	Feeds into the average rating and distribution
Question type "Text"	Free-text answer field	Shown as a comment in the response detail view
Question type "Choice"	Predefined answer options (entered comma-separated)	The customer picks one of the options
Active (survey)	Whether the survey can currently be sent	Inactive surveys are never triggered automatically
Avg Rating (KPI)	Average star rating across all responses	Core customer-satisfaction metric
NPS Score (KPI)	Net Promoter Score, scale −100 to +100	Higher value = more willingness to recommend
Total Responses (KPI)	Number of responses received (last 30 days)	Shows response volume
Response Rate (KPI)	Share of answered vs. sent surveys	Shows how well the survey is being adopted
Customer (response)	Name/email of the responding customer	Stored encrypted for privacy
Ticket (response)	Linked support ticket, if any	Lets you jump to the ticket context

Values & statuses

Trigger event

Value	Meaning	What happens
On Resolve	Sent right after the ticket status is set to "Resolved"	Customer receives the survey shortly after resolution
On Close	Sent right after the ticket is permanently closed	Customer receives the survey only after the grace period has passed
Manual	No automatic send	The survey must be triggered explicitly

Question type

Value	Meaning	What happens
Rating	Star scale 1–5	Feeds into the numeric evaluation
Text	Free text field	Shown only as a comment, not in numeric metrics
Choice	Fixed option list	The customer picks exactly one option

Frequently asked questions

What happens on a very negative rating (1–2 stars)?
Such a response automatically triggers an internal escalation notification, so a negative customer experience can be followed up on quickly.

Why isn't a survey sent for some tickets?
The survey is only sent if an active survey exists for the relevant trigger event, the ticket runs through a Gmail mailbox, and the customer hasn't already responded.

Can the same customer respond to the same survey multiple times?
No, only one response per ticket and survey is counted — if one already exists, no further send is triggered.

What's the difference between this page and "External Reviews"?
This page shows the internal satisfaction survey that SELLERLOGIC Commerce Services sends itself after a ticket is completed. "External Reviews" instead collects public reviews from platforms like Trustpilot, Google or Amazon — independent of individual tickets.

How is the NPS score calculated?
The NPS score is derived from the rating responses and shown as a value between −100 and +100; a positive value indicates more satisfied than dissatisfied customers.

How the metrics are calculated

All KPI cards are computed live each time the page opens, from the responses received — there are no cached values. The basis is solely the overall star rating (1–5) of each response.

Average rating

The plain average of all star ratings in the selected period, rounded to two decimals. With no responses it shows 0. The overview's default period is the last 30 days (switchable to 7 / 30 / 90 days or "all").

NPS score

SCS maps the 1–5 star scale onto the Net Promoter Score as follows:

Promoters = 4 or 5 stars
Detractors = 1 or 2 stars
Passives = 3 stars (count only toward the total, not toward the score)

Formula: NPS = (share of promoters − share of detractors) × 100, rounded, range −100 to +100. Example: with 10 responses (six 5s, one 3, three 1s), (6 − 3) / 10 × 100 = +30.

Total responses

The number of responses received in the period (default: 30 days).

Response rate

Responses received divided by the number of all tickets already resolved or closed, as a percentage. Because the denominator includes every completed ticket, the response rate is on the conservative side.

Distribution, trend, breakdown

The rating distribution counts responses per star level (1–5). The trend groups by day/week/month and shows the average per period. The breakdown by agent or category averages the ratings of responses with a linked ticket.

Automatic escalation

As soon as a response with 1 or 2 stars arrives, SCS immediately raises an internal escalation notification for the affected ticket — independently of the metrics above.

How to improve CSAT and NPS

Follow up on negative ratings immediately. The 1–2 star escalation is your cue — every recovered rating shifts a detractor toward a promoter.
Resolve quickly and finally. Satisfaction depends heavily on short response and resolution times (see Support quality).
Increase survey response. A fitting trigger event and short surveys raise the response rate and thus the significance.
Take 3-star responses seriously. They don't count as promoters — targeted follow-up lifts them to 4–5 stars.