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Analytics & Reports

CSAT surveys

Collect customer satisfaction ratings automatically after every resolved conversation.

CSAT surveys

CSAT (Customer Satisfaction) surveys are sent automatically when a conversation is resolved. Customers rate their experience from 1 (terrible) to 5 (excellent), and optionally leave a comment.

Enabling CSAT

  1. Go to Settings → CSAT.
  2. Toggle Send CSAT survey on resolve on.
  3. Customise the survey message if needed.
  4. Save.

How it works

When an agent marks a conversation as Resolved, Winora sends the CSAT survey to the customer via the same channel - a rating prompt in the chat widget, or a link in an email.

Viewing results

Go to Analytics → CSAT to see:

  • Average score over time
  • Score distribution (how many 1s, 2s, 3s, 4s, 5s)
  • Individual responses with comments
  • CSAT per agent

Using CSAT data

Low-scoring conversations are a good starting point for coaching. Filter the CSAT table to show 1–2 star ratings and review the transcripts to identify patterns.