CSAT score on Dashboard

[dlozano]

Hello, 

As far as I know, there is no way to show the CSAT survey scores as a report in a dashboard, only nps.

This is a must for us, since we send a monthly service report to our managers and this score gets excluded, which is extremely important for us (Even more than NPS).

Please consider it for a future update.

[vhorsen]

As an option, until this is available, we use the workflows to record a numerical value for their rating in a custom field. So negative is 0, Neutral is 1, and Positive is 2. Then we have a report that pulls based on the custom field and displays the average on a dashboard. Not perfect and only allows 1 response to be recorded, but might help you @dlozano.

[CSoriano]

Individual and Team CSAT scores are critical to our operations. We need a report that would appear on the dashboard with the following information:

1. Agent name

2. Survey Count

3. CSAT Score (Satisfied over total surveys)

[Crawfish]

I am very surprised that HubSpot doesn't calculate an actual CSAT score. CSAT is an industry-standard and, as far as I know, should be represented as a percentage. It's crucial that this is calculated within hubspot, otherwise it means exporting the data out and doing our own calculations and analysis.

[ChandlerBolt]

Great idea! This would be extremely helpful. 

[ryanruud]

If you look on the analyze tab of the survey, you will see the CSAT Score calculated. What I don't see is a way to pull that report to a dashboard or break it down. at all. You are able to monitor the over CSAT score over time on a daily/weekly/monthly/quarterly/yearly basis on a per survey basis. 

[AlessioSc]

please hubspot, this is very important, it's basic for service

[BWarren]

Our organization needs this feature, Hubspot!

[SRoldan94]

I was with a customer that found an alternative and wanted to shared here  https://knowledge.hubspot.com/customer-feedback/how-do-i-analyze-my-customer-feedback , go to feedback surveys - Analytics, took each of those reports and saved them to the dashboard.

[jjones41]

Completely agree this should be out-of-the-box. It's vital. We also haven't opened up Service to all of our permission sets, so not everyone can open the survey to see the data and summaries available there.

We've found a mediocre workaround using a custom field on reports.
1. Create the custom field on the report to help break down the sentiment into buckets for CSAT. Here's a sample, "IF([FEEDBACK_SUBMISSION.hs_sentiment]="Happy","Positive CSAT","Non-Positive CSAT")". This gives me the numberator for the CSAT calculation.
2. I then surface this as a donut chart (which I generally avoid) using the calculated field as the breakdown and the Submission Name (distinct count) for the value. The percentage on the Positive CSAT breakdown is your CSAT. It's not ideal for a lot of reasons, but it gives us something at least. You can then default the date range filter to whatever aligns with your review cycle.

But please, HubSpot, give us a real, CSAT report.