To measure customer satisfaction (CSAT), Papo (https://papo.global/) allows you to configure automatic survey sending at the end of each service and analyze the results in detail in the Reports module. This functionality enables managers to collect direct feedback from customers, monitor the quality of service provided by each agent, and identify opportunities for continuous improvement.
Understanding how satisfied your customers are with the service received is fundamental for the success of any business. CSAT (Customer Satisfaction Score) is one of the most direct and effective metrics for this purpose. Papo integrates this measurement into the daily workflow, automating data collection and centralizing information for quick and accurate analysis.
How CSAT surveys work in Papo
The process is simple and designed not to interrupt the customer experience.
- Service Concluded: An agent finishes a conversation and marks it as "resolved" on the platform.
- Automatic Sending: Immediately after resolution, the system automatically sends a message on the same channel (e.g., WhatsApp, Instagram) asking the customer how they rate the service, usually on a scale of 1 to 5.
- Response Collection: The score provided by the customer is recorded and directly linked to the conversation, the responsible agent, and the corresponding team.
- Analysis in Reports: All evaluations are compiled in the Reports module, where they can be filtered and analyzed.
This automation ensures that feedback is collected at the right time, when the service experience is still fresh in the customer's mind, resulting in more accurate data.
Step-by-step to set up CSAT surveys
Activating the satisfaction survey is a quick process that can be done in the settings of each inbox. This offers flexibility to, for example, activate the survey for the Support team but not for Sales.
- In the Papo side menu, go to Settings.
- In the settings menu, click on Inboxes.
- Select the inbox where you want to activate the survey or click Add inbox if you are creating a new one.
- Within the inbox settings, look for the additional settings section or tab.
- Enable the satisfaction survey (CSAT) option. Usually, there is a toggle to activate or deactivate the feature.
- (Optional) Customize the message that will be sent to the customer to request the evaluation. A good practice is to keep the message short and clear.
- Click Save to apply the changes.
From this moment on, all resolved conversations in that inbox will trigger the CSAT survey.
How to analyze satisfaction reports
With the survey active, data will begin to be collected and displayed in the Reports module. This is where you can transform numbers into insights for your operation.
- In the side menu, click on Reports.
- Within the reports hub, navigate to the specific CSAT or Customer Satisfaction section.
- In this panel, you will find a visual summary of satisfaction metrics. Use the period filters (e.g., "Last 7 days", "Last 30 days") to analyze trends.
- For deeper analysis, explore the Agents and Teams reports, which cross-reference performance data with received satisfaction scores.
The main metrics you can track are detailed in the table below:
| Metric | What it means | How to use in analysis |
|---|---|---|
| Average CSAT Score | The average of all satisfaction scores received in the selected period. | Track the evolution of this metric over time to measure the impact of training and process improvements. |
| Rating Distribution | A graph showing the number of ratings for each score (from 1 to 5). | Quickly identify the proportion of satisfied customers (scores 4 and 5) versus detractors (scores 1 and 2). |
| Total Ratings | The total number of responses to the CSAT survey received. | Compare with the number of resolved conversations to understand your survey response rate. |
| Recent Responses | A list of the latest ratings, including the score, agent, and a link to the conversation. | Access the conversation history to understand the context of a low score and provide specific feedback to the agent or resolve a customer issue. |
Regularly analyzing this data allows you to identify patterns, recognize agents with exceptional performance, and offer support to those who need development.
Frequently asked questions
How is the CSAT survey sent to the customer?
The survey is sent as an automatic message on the same channel where the conversation took place (WhatsApp, Instagram, etc.) right after an agent marks the service as "resolved".
Can I customize the CSAT survey question?
Yes. Within the inbox settings where the survey is activated, there is usually an option to edit the text of the message that requests the customer's evaluation.
Where can I see comments or the reason for a low score?
The best way to understand the context of an evaluation is to access the original conversation. In the CSAT report, the "Recent Responses" list includes a direct link to each evaluated conversation, allowing you to read the entire interaction history.
Is the CSAT score visible to the agent who handled the service?
Details about metric visibility for agents depend on the permissions configured by the account administrator. Generally, managers have full access to reports to manage their team.
What do scores from 1 to 5 mean?
The 5-point scale is an industry standard for CSAT. Generally, the interpretation is:
- 5: Very Satisfied
- 4: Satisfied
- 3: Neutral
- 2: Dissatisfied
- 1: Very Dissatisfied
Is it possible to filter the CSAT report by team or by agent?
Yes. Papo's Reports module is flexible and allows you to apply filters by agent, team, and period, enabling detailed analysis of satisfaction performance at different levels of your operation.
Read also
- Reports Overview: Where to find each metric in Papo
- Understanding the Conversations Report: Volume and service time analysis
Connect your channels and start serving your customers in one place.