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  2. Performance Metrics

Customer Satisfaction Ratings

For all messages you send automatically, such as a post-appointment feedback requests, the system automatically sorts customer replies into positive and negative sentiments to help you spot service issues and prioritize follow-ups.

This metrics shows the total number of positive customer comments compared to the total number of negative customer comments, for all automated messages that customers responded to.


In this metric, you can see that, the satisfaction rating is 82%.

There was a 4% increase in the last 7 days which means that, you are getting more positive ratings.

Improve your satisfaction rating metric

If you don't have any data for this metric, it may be because your CSI automation is inactive.

In fact, this metric only works if your CSI automation is active.

The more your customers respond to this automation, the more your satisfaction metric will have data and will be able to show your ratings.