Use customer satisfaction (CSAT) reporting to check how customers feel about the support they receive in Ruut.
Before you start
CSAT surveys must be enabled for the relevant inboxes and customers must submit responses before there is feedback to analyse.
Open and filter the report
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Select Reports → CSAT.
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Select a date range; the initial view is Last 7 days.
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Use Choose Agents, Select Team and Select Inbox to narrow the results.
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The rating selector displays Select one. Choose Excellent, Good, Average, Fair or Poor to review a particular rating.
Read the summary
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Total responses: submitted survey responses in the selected scope.
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Satisfaction score: positive responses ÷ total responses × 100. It is a percentage, not an average of the five rating values.
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Response rate: submitted responses ÷ survey requests sent × 100.
Review the feedback
The table shows the contact, assigned agent, rating and feedback comment. Read comments alongside the score to understand what needs attention.
Example: a high satisfaction score from only a few responses is a reason to keep collecting feedback, not a complete picture of your service. If a low rating mentions repeated follow-ups, compare it with customer waiting time in the conversation report.
If there are no responses
Widen the date range, clear restrictive filters and check that surveys are enabled in the intended inbox. Dashes in an empty report are not a measured zero satisfaction score.
Select Download CSAT Reports to export the report. The screenshot below illustrates Ruut’s empty-state view and filter controls.