Reporting & Insights

Report – Customer Satisfaction (CSAT)

Customer Satisfaction

This article is part of our tutorial about how to get the most from your Emolytics report. We will go through each chart visible in the “Customer satisfaction” section of your Emolytics report.

Customer Satisfaction (CSAT) brings information based on the question “How satisfied are you?”.

Here is the list of insights you can find:

Distribution of “Customer Satisfaction”

This chart presents the distribution of the “Customer Satisfaction” given by the user, from 0 to 5, while answering the question “How satisfied are you?”. The Customer Satisfaction is then computed as the average score and ranges from 0 to 100.

Customer Satisfaction score by device and referrer

This matrix helps you visualize which traffic source and/or device type performs high or low in terms of Customer Satisfaction. The greener the color, the higher the Emoscore. Mousing over each cell allows you to view specific data such as total respondents.

N.B. Some referral category might not be detected and therefore the sample size might differ from the global sample size.

Customer Satisfaction evolution

This shows the evolution of the Customer Satisfaction over time. These data can be viewed by Days / Weeks / Months by using the filters above

Number of respondent (CSAT) – Evolution

This shows the amount of votes collected over time for the Customer Satisfaction question. These data can be viewed by Days / Weeks / Months by using the filters above.

Ranking Top and Bottom

This shows a ranking of the top 20 pages on your website ordered by ascending Emoscore. Only the data with more than 5 respondents are shown. It also shows the mean age of the audience on this page as well as the mean gender, the main device used to respond and the main source of traffic. Notice that if you have less than 20 pages, you will have similar and symmetric results in the ranking of bottom page.

This shows a ranking of the bottom 20 pages on your website ordered by ascending Emoscore. Only the data with more than 5 respondents are shown. It also shows the mean age of the audience on this page as well as the mean gender, the main device used to respond and the main source of traffic.

 

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