If you have enabled CSAT surveys in your inboxes, you can analyze the results using the CSAT report.

**To view the CSAT Report, go to Reports → CSAT.** This is what it looks like:

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBeDU2VHc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--b4bb3497f231e456327f50d704ac632935eb2c02/csat%20report.png)

## Customizing CSAT Reports

CSAT reports can be filtered by the following metrics.

### Duration

You can select the duration you want to see the report for. By default, this is set for the last 7 days.

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBeUI2VHc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--729029c1ac4a9b0d8a502babcecb9d6686588f5d/date%20filter%20for%20csat%20report.png)

### Agents

You can analyze the CSAT reports for particular agents only. Select one or more agent names from the dropdown.

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBeUY2VHc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--d1b95aaf0cd1a441d29aabaa4ccf03593d8fcd37/agent%20filter%20in%20csat%20report.png)

## Metrics in the CSAT Report

### Quick Overview

The upper half of your report will show metrics like this screenshot.

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBeTk2VHc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--759505b20db8293539a50fe7e2367fff37a07aa5/csat%20quick%20overview.png)

The following list explains what each metric means.

**Total responses**

This is the total number of responses received on your CSAT surveys, during the selected period and for the selected agent or agents.

**Satisfaction score**

This is the mean satisfaction score the survey takers gave, calculated using the following formula.

`(Total number of positive ratings/Total number of responses) * 100`

**Response rate**

This indicates the proportion of customers that responded to the CSAT surveys sent. It is calculated using the following formula.

`(Total number of responses/Total number of CSAT survey requests sent) * 100`

**Emoji scale**

Whenever a CSAT survey is requested from a customer, they are asked to rate their experience on an emoji scale like this:

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBekY2VHc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--47a8e1db0c59e3dc29ed8b6e03211e3f6fee9923/chatwoot%20sending%20csat%20survey.png)

The emoji scale metrics that you see on your CSAT report show how many people (in percentage) used which emoji to rate their experience.

### Details of responses

The lower half of your report will list all the responses received. For eg., The screenshot below lists the CSAT survey responses received for agent Pranav Raj.

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBeko2VHc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--eb306643eab53ddd9975ec09068c966c5ee7466b/details%20in%20csat%20reports.png)

Tip: You can click on a conversation ID to jump to the associated conversation.