Growth
CSAT
CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.) and Voice of Customer closes the loop between what your customers feel and what your operation does about it. Trigger post-call, post-chat, and post-ticket surveys with sampling and per-customer cooldowns, deliver them over email or in-chat to a tokenized customer page, and score CSAT, NPS (Net Promoter Score: how likely a customer is to recommend the brand.), or CES over rolling windows per agent, LOB (Line of Business: a distinct client program or queue within an operation.), and client.
The internal dashboard puts the score trend, per-channel response rates, open low-score alerts, verbatim sentiment, an agent leaderboard, and a CSAT-by-QA (Quality Assurance: the program that scores and reviews agent interactions.)-score-band view on one screen. Low scores raise alerts and coaching triggers, open-text answers are analyzed for sentiment, and every score flows into the Performance Hub composite.
Each end client gets a read-only client-portal CSAT view with an NPS benchmark and anonymized comments, and surveys run by your contact-centre platform (Zoom Contact Center, Amazon Connect, Genesys Cloud, Twilio Flex, Avaya OneCloud, and Five9) feed the same pipeline. It replaces the third-party survey tool whose data never makes it back into your operations stack.
What's inside
Internal CSAT dashboard
The internal CSAT dashboard at /csat brings voice-of-customer for your whole operation onto one screen. You pick a metric (CSAT, NPS, or CES) and a rolling window of 7, 30, or 90 days, and the page renders a tenant-score tile with small-sample suppression, a per-channel response-rate table, a latest-period totals tile, a trend line chart, an open low-score alerts panel, a verbatim-sentiment tile, an agent leaderboard, and a CSAT-by-QA-score-band tile.
Survey templates and metrics
Survey templates let you define how each post-interaction survey measures satisfaction. Every template carries one primary metric: NPS, CSAT (5-point), CSAT-10 (10-point), CES, or binary, plus an optional open-text verbatim question and per-question scale overrides. Two share flags control whether the agent name is shown to the customer and whether verbatims flow through to the client portal, and everything is built and edited under Settings > CSAT.
Survey trigger rules
Survey trigger rules decide exactly when a CSAT survey fires and to whom. For each event type (post-call, post-chat, post-ticket) you choose which template sends, a sampling percentage so you do not survey every interaction, a delay before sending, a per-customer cooldown, and an eligible-disposition filter that limits surveys to certain outcomes. Everything is configured under Settings > CSAT.
Multi-channel delivery
Multi-channel delivery sends CSAT surveys over email, SMS, and in-chat, dispatched by an async delivery worker once the trigger fires. The customer answers on a tokenized survey page that is token-authenticated, single-use, and expiring, with no login required. SMS texts the same tokenized link via the tenant's configured Twilio Messaging account; IVR delivery is on the Wave 3 roadmap and not yet available.
Score computation and snapshots
Score computation and snapshots turns raw survey responses into trended CSAT, NPS, and CES scores. A background worker rolls responses up over moving windows, scoped per tenant, agent, LOB, and client, tracks response rate, and suppresses any score that does not yet have enough responses to be meaningful. Those snapshots feed the Performance Hub composite score, so CSAT sits in the same performance picture as the rest of the platform.
Low-score alerts and coaching triggers
Low-score alerts and coaching triggers turn a bad survey into an action instead of a lost signal. You configure score thresholds, and an evaluator raises alert events whenever a single response or a rolling score drops below the line. Alerts surface on the CSAT dashboard where a supervisor can acknowledge them, and a low score also raises a coaching trigger into the Training and Coaching module.
CSAT-to-QA correlation
CSAT-to-QA correlation joins each CSAT response to its QA evaluation over the shared interaction reference, then reports CSAT broken out by QA score band. You see at a glance whether the interactions your QA leads score highly actually earn higher customer satisfaction. The linked CSAT score also surfaces directly on the QA evaluation record.
Verbatim sentiment analysis
Verbatim sentiment analysis reads the open-text answers on your CSAT surveys and tags each one positive, neutral, or negative, alongside the top keywords customers use. A sensitive permission gate keeps this free-text layer separate from ordinary score reads, so only authorized roles see what customers actually wrote. The default analyzer is a heuristic English and French wordlist, and any tenant can opt in to a production model (AWS Comprehend) for higher-accuracy scoring.
Client portal CSAT view
Client portal CSAT view gives your contact centre end-client a read-only CSAT window inside their portal: a headline score with an NPS industry benchmark, a trend chart, and recent anonymized verbatims. Agent identity is redacted at the SQL layer, so the client sees account-level aggregates only, and a 20-response floor holds the score back until it is statistically meaningful.
Platform-conducted survey ingestion
Platform-conducted survey ingestion pulls the surveys your contact-centre platform already runs into FrontLine's CSAT pipeline as external surveys. Omnichannel results from all six adapters (Zoom Contact Center, Amazon Connect, Genesys Cloud, Twilio Flex, Avaya OneCloud, and Five9) land in the same place as native CSAT: same scores, same verbatim analysis, same dashboards. You register a platform survey per integration by binding each platform question to a FrontLine question.