Satisfaction
When a chat ends, customers can rate it from 1 (very poor) to 5 (great) and add a comment. A score of 2 or less also lets them pick what went wrong: didn’t answer my question, wrong information, took too long, or wanted a person. Rating is optional and never pops up; it sits under the ended chat. When a quiet chat closes on its own, the email telling the customer it ended has a Rate this chat link to the same rating, and they can use it to change a rating they already gave.
The Satisfaction tab
Open Customers → Satisfaction to see, for the past 30 days, 90 days, year or all time:
- Satisfied: how many ratings were a 4 or a 5, out of all of them.
- Average: the average score out of 5.
- Comments: how many came with a comment, and how many you’ve kept as testimonials.
- How they rated: how many gave each score from 5 to 1.
- Every rating: the score, who gave it, their comment and any reasons, with a link to the conversation.
Ratings imported from Intercom count too, so the numbers carry on after you switch. Everyone on the team can see this tab; members see it in place of the customer list, which is for owners and admins. The Overview shows the past 30 days’ share of satisfied ratings, with a link here.
Testimonials
A customer who scores 4 or 5 and writes a comment can tick It’s OK to quote me, in the chat or on the rating page from the closing email. Each comment says whether they did, so you know which ones you can use with their name; ask the others first.
Choose Mark as testimonial on a comment worth keeping. Pick Testimonials in the list to see only those, ready to copy into your site or a pitch.
Export as CSV
Export CSV downloads the ratings the period and list you’ve picked include, with each one’s date, score, comment, reasons, customer, whether they said it’s OK to quote them, and whether it’s a testimonial or came from Intercom.