Customer satisfaction (CSAT) ratings help you understand how well your support team is serving customers. Support Station tracks satisfaction ratings on tickets.

Rating Options

Customers can provide three types of ratings:

Rating	Meaning
Great	The customer was satisfied with the support
Okay	The experience was acceptable but not exceptional
Bad	The customer was dissatisfied

The simple scale makes it easy for customers to provide quick feedback.

How Ratings Are Captured

Satisfaction ratings can be provided:

Through your public ticket portal (if enabled)
By customers responding to follow-up emails
Through custom integrations using the API

When a customer provides a rating, it's recorded on the ticket along with any optional written feedback.

Viewing Ratings

On Individual Tickets

Once a customer rates a ticket, you can see:

The satisfaction rating (Great/Okay/Bad)
When the rating was submitted
Any written feedback the customer provided

In Analytics

View aggregate satisfaction data in Analytics:

Overall satisfaction percentage
Satisfaction by time period
Satisfaction by team
Satisfaction by agent

Satisfaction Metrics

Satisfaction Score

Your satisfaction score is calculated as:

(Great ratings + Okay ratings) / Total ratings × 100

Example: 80 Great + 15 Okay + 5 Bad = 95 satisfied / 100 total = 95% satisfaction

Rating Distribution

Track the breakdown of ratings:

Percentage of Great ratings
Percentage of Okay ratings
Percentage of Bad ratings

A high proportion of "Great" ratings indicates excellent support quality.

Improving Satisfaction Scores

Respond Quickly

First response time strongly correlates with satisfaction. Customers appreciate fast acknowledgment, even if resolution takes longer.

Set Clear Expectations

Tell customers what to expect:

When they'll hear back
What steps you're taking
What they can do in the meantime

Follow Through

If you promise to follow up, do it. Broken promises are a top driver of bad ratings.

Resolve Completely

Ensure the problem is truly fixed before marking resolved. Reopened tickets frustrate customers.

Be Human

Empathize with frustration. Acknowledge when something is difficult. A warm tone goes a long way.

Handling Bad Ratings

Review the Ticket

When you get a bad rating:

Read the full conversation
Look for where things went wrong
Note any delays or communication gaps
Review any written feedback provided

Follow Up

Consider reaching out to dissatisfied customers:

Apologize for their experience
Ask what could have been better
Offer to make things right

This can turn a detractor into a promoter.

Learn and Improve

Use bad ratings for process improvement:

Are certain issues consistently frustrating?
Are specific agents struggling?
Are there patterns in negative feedback?

Using Satisfaction Data

Individual Performance

Use ratings to:

Identify top performers to recognize
Spot agents who may need coaching
Track improvement over time

Team Goals

Set team satisfaction targets:

Maintain 90%+ satisfaction
Improve by 5% quarter-over-quarter
Reduce "Bad" ratings to under 5%

Process Improvement

Look for patterns:

Low satisfaction on specific issue types
Correlation between response time and satisfaction
Impact of specific policies on customer happiness

Written Feedback

When customers submit ratings, they can optionally provide written feedback explaining their rating. This qualitative data is valuable for understanding:

What specifically went well or poorly
Suggestions for improvement
Details the rating alone doesn't capture

Review feedback regularly to identify actionable insights.