---
title: Customer Satisfaction
slug: customer-satisfaction
docTags: 
createdAt: 2026-08-24T16:02:47.433Z
---

## Feature Overview

The Customer Satisfaction (CSAT) tab provides insight into customer sentiment and service quality through survey responses and SLA performance measures.

## Functionality Overview

Users can:

- Review overall customer satisfaction scores.
- Analyze SLA performance.
- Investigate survey responses.
- Track service quality trends.

## Getting Started

### Accessing the Feature

1. Open SHI One Service Report. 
2. Select **Customer Satisfaction**. 

![](https://api.archbee.com/api/optimize/iNsEBjkrzpMV8hFLC23IM/s3D9bMUvJXa43N5Of9fGl_screenshot-2026-08-24-at-124308-pm.png)

## Using Customer Satisfaction Tab (Step-by-Step Guides)

### 1. Reviewing Customer Satisfaction Metrics

1. Review average CSAT scores.

![](https://api.archbee.com/api/optimize/iNsEBjkrzpMV8hFLC23IM/nTs55ZhgDQn9QcUdk0kej_screenshot-2026-08-24-at-124349-pm.png)

1. Compare scores by: 
   - Account
   - Contract
2. Analyze customer sentiment trends. 
3. Result: Customer satisfaction performance is visible at a glance. 

### 2. Reviewing SLA Performance

1. Locate SLA performance metrics.

![](https://api.archbee.com/api/optimize/iNsEBjkrzpMV8hFLC23IM/inNYWh693rSagYjFIj9rH_screenshot-2026-08-24-at-124412-pm.png)

1. Review categories: 
   - Good
   - Okay
   - Bad
2. Review SLA miss counts. 
3. Result: SLA performance can be analyzed alongside customer sentiment. 

### 3. Reviewing Survey Responses

1. Select a survey result.

![](https://api.archbee.com/api/optimize/iNsEBjkrzpMV8hFLC23IM/F4OXPAmS9rBK455hfUa1d_screenshot-2026-08-26-at-21206-pm.png)

1. Review response details and feedback.

![](https://api.archbee.com/api/optimize/iNsEBjkrzpMV8hFLC23IM/sBMfYtzDKla8qlrjpY-R4_screenshot-2026-08-26-at-21832-pm.png)

1. Result: Customer feedback can be evaluated and discussed with stakeholders.

## Use Cases & Scenarios

### Primary Use Cases

- Customer health reviews
- Service quality monitoring
- QBR preparation

### Best Practices

- Review CSAT trends regularly.
- Evaluate customer feedback alongside SLA results.

## Troubleshooting and FAQs

### FAQs

**Q: Can I review individual survey responses?**
A: Yes. Survey responses can be opened from the Customer Satisfaction report.

## Key Terms Explained

- CSAT Score: Customer satisfaction rating submitted through a survey.
- Survey Response: Individual customer feedback submission.
- SLA Miss: Request that failed to meet First Response SLA requirements.

Hierarchy or relationships (if applicable): Customer Satisfaction Tab > Survey Response > Feedback Details

## Related Resources

- [Overview](docId:28jgD_oeVMHuGoG3fqocU)
- [Requests](docId\:i0bmkZyLVep3vZd8vkqYe)