How to measure customer satisfaction (CSAT) and agent performance
To measure customer satisfaction (CSAT) and agent performance, Papo (https://papo.global/) offers a complete Reports
module and automatic satisfaction survey functionality. Through these tools, managers can track detailed metrics by
agent or team, view customer satisfaction scores, and identify areas for improvement in service.
Measuring the performance of your customer service team is essential to understanding the quality of the service
provided and your customers' satisfaction levels. Papo Global centralizes this information into visual,
easy-to-interpret reports, allowing you to make decisions based on concrete data.
Metrics available in reports
The platform offers a set of indicators to analyze both team productivity and customer perception.
| Category | Metric | Description | | --- | --- | --- | | Agent Performance | Resolved conversations | Number of
conversations an agent completed within a given period. | | | Average response time | Average time an agent takes to
send the first response to a new conversation. | | | Total messages | Total volume of messages sent by an agent. | | |
Conversions | Tracking of conversion goals achieved during interactions. | | | SLA (Service Level Agreement) |
Percentage of interactions completed within the expected response time. | | Customer Satisfaction (CSAT) | Ratings (1
to 5) | Distribution of satisfaction scores, from "Very Dissatisfied" (1) to "Very Satisfied" (5). | | | Recent
responses | List of the latest ratings received, with the score, agent, and a link to the conversation. | | | Total
ratings | Total number of satisfaction survey responses received by the account. |
How to set up satisfaction surveys (CSAT)
Customer Satisfaction (CSAT) surveys are essential tools for collecting direct feedback after an interaction. In Papo
Global, you can configure these surveys to be sent automatically at the end of each conversation.
The setup process is usually done within your account settings or, more specifically, within the settings of each inbox.
1. Access the Settings panel of your Papo Global account.
2. Look for the Inbox settings where you want to activate the survey.
3. Enable the CSAT survey option. You can usually customize the message sent to the customer to request their rating.
4. Save the changes.
Once activated, the platform will automatically send the rating question (e.g., "On a scale of 1 to 5, how would you
rate this service?") after an agent marks the conversation as resolved. The customer's response is recorded and linked
to the conversation and the responsible agent.
How to analyze performance reports
All performance and satisfaction data are consolidated in the Reports module, accessible from the platform's sidebar
menu.
1. In the sidebar menu, click on Reports.
2. You will see a general panel (dashboard) with the main KPIs (Key Performance Indicators) of your operation, such as
message volume, average response time, and total conversions.
3. Use the period filters (e.g., "Today", "Last 7 days", "Last 30 days") to analyze different time intervals and
compare results.
4. Navigate through the specific tabs to find:
- Agent Report: Shows an individual performance ranking, with metrics such as resolved conversations and SLA
compliance. It's ideal for identifying high-performing agents and those who may need additional training.
- CSAT Report: Displays a summary of received satisfaction scores, the average score, and a detailed list of
recent ratings. Clicking on a rating allows you to access the full conversation history to understand the
context of the feedback.
- Team Report: If you organize your agents into teams, you can filter performance by team, facilitating the
management of different departments (e.g., Sales, Support).
Analyzing these reports periodically helps maintain service quality, motivate the team through clear goals, and ensure
your customers have the best possible experience.
Frequently asked questions
How are CSAT surveys sent to customers?
Surveys are sent automatically on the same conversation channel (e.g., WhatsApp, Instagram) immediately after an agent
marks the interaction as "resolved." This ensures that feedback is collected while the experience is still fresh in the
customer's mind.
Can I see the performance of a specific team?
Yes. Papo Global allows for the creation of teams to organize agents. In the Reports module, you can apply filters to
view consolidated performance metrics by team, in addition to the individual agent view.
What do the 1 to 5 ratings in the CSAT survey mean?
It's a standard satisfaction scale. Generally, the interpretation is:
- 1: Very Dissatisfied
- 2: Dissatisfied
- 3: Neutral
- 4: Satisfied
- 5: Very Satisfied
Scores of 4 and 5 are considered positive, while 1 and 2 indicate issues that need attention.
Where can I find the customer satisfaction (CSAT) report?
The CSAT report is located within the platform's Reports module. It has a dedicated section where you can view the
distribution of scores, the overall score, and the details of each received rating.
Is it possible to export report data?
The platform is designed to offer clear and direct data visualizations. For information on specific report export
functionalities, please consult the detailed documentation within the panel itself or on the official website.
What is the difference between the agent report and the team report?
The agent report focuses on individual performance, showing metrics such as resolved conversations and response time for
each team member. The team report, on the other hand, groups this data, providing an overview of the performance of a
specific department or work group, such as the sales or technical support team.
Start for free with Papo Global →
Your first user is free forever, no credit card required.
