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CSAT (customer satisfaction) is the single number that summarises how your customers feel about the support they got. Keloa collects it with a short survey after a conversation is solved: the contact taps one of five faces and can add a comment. Results show up in the Customer satisfaction section of Analytics.

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What’s measured

A 1-5 score on every conversation that gets a customer rating:
  • 5 — great, fully helped
  • 4 — helpful
  • 3 — neutral
  • 2 — poor
  • 1 — bad experience
Plus an optional comment.

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Headline numbers

The top of the page shows three cards: A delta pill shows movement vs the previous window of the same length.

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Score distribution

A bar chart from 1 to 5. A healthy support team is heavy on 4s and 5s; a thick lower tail is where to look. If your average is 4.3 but you have a stubborn 8% on 1-2, the average is hiding pain.

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Trend over time

Daily average across the window. Watch for:
  • Sudden drops — usually correspond to an outage, a policy change, or a bad release.
  • Slow declines — knowledge is going stale or expectations are creeping up. Refresh top knowledge sources and check whether your AI is over-promising.

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Breakdowns

Switch the chart to break by:
  • Channel — which surface drives the worst experience.
  • AI vs human — are human replies rated higher than AI? If yes by a lot, look at where the AI replies and whether those topics belong to it.
  • Agent (assignee) — useful for coaching individual teammates.
  • AI agent — when running multiple agents, see which one rates best.
  • Tag — usually the most actionable. Low CSAT on returns tells you the policy bites; low CSAT on shipping tells you the carrier is the problem.

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Comments

Negative ratings often come with a free-text comment. The page lists the most recent 1-2 ratings with comments at the bottom; click through to read the conversation in context. Read every 1 and 2. They’re a free customer-research stream.

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Why the response rate matters

A 4.7 average from 4% of customers is much weaker evidence than 4.3 from 35%. To increase response rate:
  • Send the survey on resolution by a human, not on every auto-close.
  • Skip the survey for spam, “no action needed”, and duplicates (Resolving).
  • Phrase the resolve message warmly — “Glad we could help — how was that?” gets more responses than the survey alone.

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Configure CSAT

An owner or admin turns surveys on in Settings → Customer satisfaction with Send satisfaction surveys, then picks:
  • Channels — where contacts get the survey. Other channels are never surveyed.
  • When and how often — the delay after solving (right away, 15 minutes, 1 hour or 24 hours), how many days between surveys for the same contact, and whether conversations the AI agent solved on its own are included.
  • Question — what the survey asks, in English and Dutch.
  • Low scores — alert the team when a contact rates 1 or 2.
Teammates can also send a survey by hand when they solve a conversation, and a flow’s Resolve node can send one every time (with Always send a satisfaction survey), as long as surveys are on for that channel. See Resolving conversations.

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Plan availability

Satisfaction surveys and the CSAT analytics page are available on every plan. Surveys only go out on the channels your plan includes. While surveys are off, the page shows an empty state with a Turn on surveys button.

Analytics overview

Volume, response time, AI deflection.

Resolving conversations

Where CSAT actually fires from.