> For the complete documentation index, see [llms.txt](https://alhena.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://alhena.gitbook.io/docs/dashboard/analytics/csat-collection.md).

# CSAT Collection

Customer Satisfaction (CSAT) feedback helps you continuously improve your AI agent's performance based on real customer experiences. The Alhena dashboard allows you to customize and automate CSAT collection after a customer interaction.

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## Accessing the CSAT Settings

1. **Login to your Alhena Dashboard**\
   Go to [app.alhena.ai](https://app.alhena.ai/) and log into your account.
2. **Navigate to Website Chat Integration**\
   From the left sidebar, go to:
   * **Integrations** → **Website Setup**
   * Click the **CSAT Feedback** tab

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## Configuring CSAT Feedback

#### 1. **CSAT Prompt**

Customize the question shown to users when Alhena detects the query is resolved.

* **Example:** "How would you rate the support experience?"

#### 2. **Feedback Delay**

Specify how long Alhena should wait before prompting for feedback:

* Options are 30 seconds, 1 min, 2 mins and 5 mins
* Default: **30 seconds**

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## Collecting Additional Feedback

#### For **Positive Ratings** (4 or 5 stars):

**Heading:**

* *Default:* "Thank you for your feedback!"

**Multiple Choice Options:**

Customize up to 4 options (e.g.,):

* Fast replies
* Accurate info
* Clear explanations
* Helpful suggestions
* Other (opens a free-text field)

#### For **Negative Ratings** (1 to 3 stars):

**Heading:**

* *Default:* "We're sorry to hear that."

**Feedback Reasons:**

Customize up to 4 options (e.g.,):

* Inaccurate
* Too slow
* Confusing
* Not relevant
* Other (free-text)

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## Real-Time Preview

As you customize the CSAT setup, you'll see a **Preview of Website SDK Home Screen** on the right. This helps you visualize how the feedback request will appear to customers on your site.

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## Save Your Changes

Once everything looks good, click the **Save Changes** button to apply your new CSAT settings.

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## Analyzing CSAT Performance

Once CSAT collection is enabled and customers begin submitting ratings, you can review the results in the **AI Agent CSAT performance** tab on the **Analytics** page.

{% hint style="info" %}
If CSAT collection isn't enabled yet, this tab shows *"You haven't enabled CSAT feedback collection yet"* along with an **Enable CSAT feedback** button that takes you to the [CSAT settings](#configuring-csat-feedback).
{% endhint %}

### Filtering the data

Two controls at the top of the tab apply to everything below them:

* **AI profile** — view CSAT for a specific bot profile, or select all profiles to see organization-wide results.
* **Date range** — choose a preset range (default: **Last 30 days**) or a custom start and end date.

### Topics

The left panel lists the **topics** customers gave feedback on, each with a count of how many ratings it received. Topics generated automatically by the AI are marked with a tag. Two special entries are always available:

* **All Ratings** — every rating across all topics.
* **Other** — ratings that don't fall under a specific topic.

Select any topic to filter the metrics, charts, and feedback tables to that topic.

### Metrics

For the selected topic, three metric cards are shown, each with a trend line over the selected period:

| Metric                  | What it measures                                                       |
| ----------------------- | ---------------------------------------------------------------------- |
| **Average CSAT score**  | The percentage of 4- and 5-star ratings submitted during the period.   |
| **Average star rating** | The average star rating (1 to 5) submitted during the period.          |
| **Total ratings**       | The total number of star ratings (1 to 5) submitted during the period. |

### Additional feedback

Below the metrics, the **Additional feedback from customers** section breaks down the multiple-choice options customers selected after rating, split into two charts:

* **Feedback after rating 4 or 5 star** — reasons given for positive ratings.
* **Feedback after rating 1, 2 or 3 star** — reasons given for negative ratings.

The **Other feedback** table lists individual free-text comments customers left, alongside the star rating they gave. Use the pagination controls to page through all responses for the selected topic.

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## Best Practices

* Keep the prompt friendly and conversational
* Use clear, meaningful feedback options
* Regularly review CSAT data to identify trends and improve the AI experience

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For questions or advanced setup help, [contact support](/docs/troubleshooting/troubleshooting.md#contact-support).

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<figure><img src="/files/bZt7dTu8oAwmn4hz6Gcv" alt=""><figcaption></figcaption></figure>

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#### See also

* [Agent Performance](/docs/dashboard/analytics/agent-performance.md) - Track conversation volume, AI vs. human handled interactions, and credit usage
* [Trending Topics](/docs/dashboard/analytics/trending-topics.md) - Analyze conversation patterns by topic to understand what customers are asking about
* [Revenue Impact](/docs/dashboard/analytics/revenue-impact.md) - Measure the revenue contribution of your AI agent with cart and GMV analytics