Understand customer experience

Track CSAT, NPS and customer effort over time, find what drives the scores with AI, and spot accounts that need attention.

For: Supervisors, managers and admins

Steps

Open Reports → Customer experience.
The tiles show CSAT, NPS, customer effort (CES) and the survey response rate, with trends by month underneath.
Under What drives the scores, select Analyse comments to have AI group survey comments into recurring themes with an example quote.
Account health lists the accounts with the lowest scores first, with the reasons — survey results, open and breached cases, overdue invoices and how long since anyone was in touch.
Open an account from the list to follow up.

The AI analysis runs only when you ask, uses your workspace's AI settings and is labelled as AI-generated — review it before acting.
Account health is recalculated every night.

Still need help? Contact support