What is Aloware CSAT?
Customer Satisfaction (CSAT) surveys collect feedback from customers after specific calls, enabling you to analyze satisfaction levels and identify areas for improvement.
How CSAT surveys work
CSAT surveys are triggered when the agent ends the call while the callee remains on the line. If the callee hangs up first, the survey is not conducted.
Enabling CSAT survey
Access your Aloware admin account.
Click the Settings button on your selected line.
Go to the CSAT Survey tab.
Select your preferred survey mode:
Disabled (default for new accounts)
Inbound – survey only inbound calls
Outbound – survey only outbound calls
Inbound and outbound – survey all calls
CSAT survey messaging
Depending on the call direction you enable, you can configure
Survey preamble [at the beginning of the call]
As part of our commitment to improving our services, we will be conducting a post-call survey to gather your thoughts and opinions.
Survey introduction and question [at the beginning of the survey]
Now that our conversation is coming to an end, we kindly ask for a few moments of your time to complete a quick survey.
On a scale of 1 to 5, how would you rate your overall satisfaction with the service you received today?
Thank you message
We appreciate your willingness to participate in the survey. Your feedback is important to us.
Note - Outbound calls do not use Preamble messaging since outbound calls do not have a greeting at call start.
If both inbound and outbound CSAT are enabled, you can set separate messages for each direction.
Existing CSAT users
For lines that already had CSAT enabled, the system automatically selects Inbound and retains all existing messages.
Viewing and analyzing CSAT scores
In the Aloware admin dashboard
Access table settings in the dashboard to view and analyze CSAT scores.
In the Contact's Communication Info in Aloware Talk
Click on a specific contact and select the call activity in the communication box.
Then, click the More Details button to access the CSAT scores.
Navigating CSAT reporting
To access the reports menu in your Aloware account, simply navigate to the Reports tab and click on the settings button.
Select CSAT to open a dashboard showcasing various features:
Use filters to show inbound ratings only, outbound ratings only or both directions.
The report includes:
Agent score visualization - view and compare agent CSAT scores easily with a percentage-based approach for straightforward analysis of agent performance.
Graphical data representation - Aloware uses bar graphs to visually represent CSAT score distribution, helping to identify trends and outliers in customer satisfaction.
Performance tracking - monitor agent performance and identify areas for improvement by tracking total calls and associated CSAT scores.
Custom reporting - customize reports with specific date ranges and filters to align with your analysis needs.
Understanding the calculation of CSAT scores
The Customer Satisfaction (CSAT) score is a measure to understand customer satisfaction levels. It's expressed as a percentage, comparing the average customer rating to the maximum score of 5.
Collect customer ratings
Collect customer ratings on a scale of 1 (least satisfied) to 5 (most satisfied)
Agent ratings
Ratings | Vicki Admin | Heghine QA |
1 | 2 | 0 |
2 | 1 | 0 |
3 | 1 | 0 |
4 | 0 | 4 |
5 | 3 | 1 |
Calculate the average rating
Sum up the ratings of 4 and 5, and then divide the sum by the total number of ratings (ranging from 1 to 5).
Rating scale | AA | BB | Sum of ratings | Total # ratings |
1 | 2 | 0 | 2 | 2 |
2 | 1 | 0 | 2 | 1 |
3 | 1 | 0 | 3 | 1 |
4 | 0 | 4 | 16 | 4 |
5 | 3 | 1 | 20 | 4 |
Total |
|
| 43 | 12 |
The formula for average rating:
Average rating = (Total Ratings 4 & 5) x 100% / (Total ratings)
4 & 5 | Total ratings from 1-5 |
8 | 12 |
Average rating = (8 × 100% ) / (12)
Average rating = 66.67%
Interpreting the CSAT score
A 66% CSAT score means average satisfaction is high, closer to 5 than 1. This helps businesses identify customer satisfaction levels and areas to improve.
Calculating an agent's CSAT score
Calculating an agent's average CSAT score is essential for evaluating their performance.
Let's understand how to do this using Agent AA as an example. We will follow the same formula in calculating the overall CSAT score.
To calculate an agent's CSAT "Satisfied" Score, you need to gather all customer ratings. These ratings are on a scale from 1 (least satisfied) to 5 (most satisfied).
Agent | Ratings |
|
|
|
|
| 1 | 2 | 3 | 4 | 5 |
AA | 1 | 1 | 1 | 1 | 1 |
To calculate the average highest score rating (scales 4 and 5), add up the ratings and divide by the total number of ratings (1 to 5).
Similarly, calculate the average rating for scales 1 and 2 to get the average lowest score rating.
Ratings | Score | Sum of ratings | Number of ratings |
1 | 1 | 1 | 1 |
2 | 1 | 2 | 1 |
3 | 1 | 3 | 1 |
4 | 1 | 4 | 1 |
5 | 1 | 5 | 1 |
|
| 15 | 5 |
Ave highest score rating = (Total ratings 4 & 5) x 100% / (Total ratings 1 to 5)
Total number ratings of 4 & 5 | Total ratings (1-5) |
2 | 5 |
Ave rating = (2 x 100%) / 5
Ave rating = 40%
Average lowest score rating = (Total ratings 1 & 2) x 100% / (Total ratings)
Total number ratings of 1 & 2 | Total ratings (1-5) |
2 | 5 |
Ave Rating = (2 x 100%) / 5
Ave Rating = 40%
In summary, calculating an agent's average CSAT score, considering both the highest and lowest ratings, provides a comprehensive understanding of their performance.
By applying this method to Agent AA, we can observe a well-balanced 40% score for both satisfied and least satisfied ratings, which provides valuable insights. This approach is essential for gaining a deeper understanding and enhancing the effectiveness of customer service.