We know customers rely heavily on CSAT surveys for insights on their customer experience. How can you use all the data you collect through those surveys and organize it to answer questions like: how often are customers leaving us a bad CSAT (DSAT) rating? What did they have to say about why they felt dissatisfied? On which channels or topics do most of these interactions originate?
The DSAT Analysis Dashboard was created to answer these exact questions. Through this dashboard, you can LISTEN to your customers to hear why they felt dissatisfied, you can perform ROOT CAUSE ANALYSIS to identify which topics, agents, etc. that DSAT is attributable to, and you ACTION on those insights by QA’ing those DSAT tickets and coaching on them.
NOTE: If the DSAT dashboard is turning up blank for you, it is likely that you have not integrated your DSAT information into Maestro. Talk to your CSM to find out how you can integrate!
The DSAT Analytics dashboard contains multiple different reports, all conveniently stitched together in one view so that you can better string together your performance story and perform root causes analysis more easily!
You can find this Dashboard under Reporting > Reports > Dashboard.
Let’s walk through each report in this dashboard.
This report shows how many tickets we identified in your dashboard based on the selected filters.
In these two reports, you can see the number of tickets which had a CSAT survey response attached to them and then how many of the responses we received were considered bad CSAT (“DSAT”).
What’s considered “DSAT”? Every CSAT survey uses its on scale to collect CSAT. Here are some common ways and what translates to DSAT in Maestro:
What Counts as DSAT
“Good” or “Bad” (Zendesk)
1 - 5 Scale
1 - 3 Rating
1 - 10 Scale
1 - 5 Rating
This report breaks down the number of DSAT tickets from the most recent calendar week. "Calendar Week" means Monday - Sunday. So if you are viewing this dashboard on a Wednesday, this would be reporting DSAT tickets for the Mon - Sun of the prior week.
TIP: You can maximize this widget to hover over the blue trend line and see more granular data.
NOTE: “Date” refers to the date the ticket was created, not when it was closed or when the DSAT response was received.
The report shows every DSAT ticket within the defined filters that has a comment associated with their DSAT response. Here, you can directly hear from the customer about what they have to say about why their experience wasn’t a good one.
On these two reports, you can see a breakdown of DSAT by agent groups in Maestro as well as agent groups in your helpdesk.
You can quickly see how many tickets each group managed, how many received a DSAT response, and then see what the percentage ratio is between those two metrics. You can sort any of these columns. One way you may want to look at this chart is to sort by the “percentage” column to see which groups have the highest/lowest percentage of DSAT.
In these remaining reports, you can compare DSAT to other data points. For example, in the first report, you can categorize the number of public comments on a conversation in various buckets and then see how often we saw DSAT in each bucket.
Note that you can click the circles next to “DSAT Count” and “DSAT Count Per 100k” in order to decide if you want to see one or both items on the chart.
“DSAT count per 100k” is displaying the count of DSAT responses we receive for every 100k tickets This is a great way to normalize data and know how many DSAT responses you’d be getting if you were getting the same number of tickets in every category.
You can find this Dashboard under Reporting > Reports > Dashboard. Check out the DSAT dashboard and let us know what you think!