Mobile and web Customer Satisfaction Ratings (CSAT)
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Customer Satisfaction Ratings, also known as CSAT are valuable
indicators of support interaction effectiveness. CCAI Platform offers a
straightforward CSAT option for customers with the Mobile or Web SDK.
CSAT details
Available for inbound sessions only.
CSAT is based on a 1-5 star rating.
Consumers are not able to skip the rating screen when enabled.
When enabled, CSAT UI will show for web and mobile SDKs.
To set a time limit for how long a consumer has to rate the
interaction, please reach out to Support.
Admin Configuration
In the CCAI Platform portal, go to Settings > Operation Management.
To enable the CSAT UI in your SDK, navigate to the Customer
Satisfaction Rating section and click to toggle On.
Post CSAT in CRM ticket to attach the numerical customer rating
to the CRM record.
Mark the checkbox next to enable Qualitative Feedback to allow
end-users to provide feedback in an open-text field. All Qualitative
feedback will be added to the CRM record. Feedback text limit is
3000 characters.
Click Set CSAT to save.
Mobile and Web UI
The user interface for mobile and web experience are outlined in the following
sections.
Mobile
After the voice or chat interaction, the consumer will be taken to a
screen similar to the one in the Mobile SDK.
Web
After the voice or chat interaction, the consumer will be taken to a
screen similar to the one in the Web SDK.
Viewing CSAT results
Scores are stored in CCAI Platform dashboards and reports, as well as
in your CRM. Comments will not be stored in CCAI Platform, they will
be stored in your CRM as long as the setting has been enabled as shown previously.
Dashboards
In the CCAI Platform portal, go to Dashboards > Call OR Chat.
Go to the CSAT section. This shows the average CSAT for the time
duration selected in the dashboard filters.
CRM
Depending on which CRM you use and your specific configuration, CSAT
ratings are stored in the comments or Case details.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eCustomer Satisfaction Ratings (CSAT) are available through the CCAI Platform's Mobile or Web SDK to measure support interaction effectiveness, requiring both the agent and customer to have sent at least one message.\u003c/p\u003e\n"],["\u003cp\u003eCSAT uses a 1-5 star rating system for inbound sessions, and users cannot skip the rating when it's enabled.\u003c/p\u003e\n"],["\u003cp\u003eAdministrators can enable the CSAT user interface (UI) in the CCAI Platform portal under Operation Management.\u003c/p\u003e\n"],["\u003cp\u003eQualitative feedback can be enabled, allowing end-users to provide open-text feedback (up to 3000 characters), which is stored directly in the CRM record and not in the CCAI platform.\u003c/p\u003e\n"],["\u003cp\u003eCSAT scores can be viewed in CCAI Platform dashboards and reports, as well as stored in your CRM, while any qualitative feedback is stored exclusively in the CRM if it is enabled.\u003c/p\u003e\n"]]],[],null,[]]
