Use customer satisfaction (CSAT) reporting to check how customers feel about the support they receive in Ruut. 

![](https://app.ruut.chat/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBK3VZQnc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--5b7ad49d33fd4653135ac1233b1094cded6414ca/image.png)


## 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

1. Select **Reports → CSAT**.

2. Select a date range; the initial view is **Last 7 days**.

3. Use **Choose Agents**, **Select Team** and **Select Inbox** to narrow the results.

4. The rating selector displays **Select one**. Choose Excellent, Good, Average, Fair or Poor to review a particular rating.

## Read the summary

* **Total responses:** submitted survey responses in the selected scope.

* **Satisfaction score:** positive responses ÷ total responses × 100. It is a percentage, not an average of the five rating values.

* **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.