The CSAT report brings customer satisfaction and survey participation into one place so you can understand both what customers are telling you and how much feedback you're receiving.

For onboarding, Customer Success, and Professional Services teams, it helps answer three related questions:

Use the report to review overall satisfaction, compare project- and milestone-level feedback, identify changes over time, understand survey coverage and response rates, and investigate individual responses and comments.

Use the CSAT report to understand:

The report is especially useful when you want to move beyond a single satisfaction number and understand both customer sentiment and feedback participation.

CSAT uses the standard GUIDEreports filters.

These include:

You can combine filters to narrow the report to the population you want to analyze.

For example, you might filter to:

This can turn a broad question such as:

How satisfied are our customers?

into something more specific:

How satisfied are customers completing Enterprise implementations this quarter?

For complete filter behavior, see Use GUIDEreports: Filters, drilldowns, sorting, and navigation.

Several CSAT widgets sound related but measure different things.

Understanding that distinction is essential when reading the report.

These metrics are not interchangeable.

For example, a strong satisfaction score with a low response rate tells you something different from the same score with broad survey participation.

Start with the summary satisfaction views.

Question it answers: What is our high-level customer satisfaction signal?

Use Overall CSAT as a starting point.

Then move to the more specific project, milestone, trend, and response views when you need to understand what is contributing to that result.

Project and milestone surveys provide different perspectives.

Use Overall Project CSAT when you want a broader project-level view.

Use Overall Milestone CSAT when you want to understand satisfaction associated with specific stages of delivery.

Question it answers: How has recent customer satisfaction changed?

CSAT Trend (30d) shows average CSAT rating score by response day during the last 30 days.

Use it to identify recent movement in customer sentiment.

For example, you might notice:

A trend tells you that something changed.

Use the underlying responses and comments to understand the context before deciding why.

Longer-term trend widgets help you see whether customer feedback is changing across months rather than days.

Use these trends when the direction of satisfaction over time is more important than one current value.

For example, a leadership team might use the 12-month view to ask:

Has customer satisfaction generally improved as our implementation process has changed?

The trend can identify the pattern.

It does not prove what caused it.

The report can also help identify where lower or higher satisfaction is concentrated.

Question it answers: Which projects may deserve additional review based on customer feedback?

This view compares project-level CSAT results across projects and orders results from lower CSAT upward.

Use it to identify projects where customer feedback may warrant a closer look.

A lower score is an investigation signal.

Review the response, comment, project context, and delivery history before deciding why the customer rated the experience that way.

Question it answers: Are particular implementation stages receiving lower customer feedback?

This view compares milestone-level CSAT results.

Use it to identify stages of your delivery process that may warrant further investigation.

If the same milestone repeatedly appears with lower feedback, that can be a useful starting point for reviewing the customer experience around that stage.

Satisfaction tells you how customers rated the experience.

Participation tells you how much feedback you actually received.

Project and milestone surveys each have their own participation views.

CSAT Responses counts surveys with a recorded response.

Use these participation metrics together to separate two different questions:

Did customers receive opportunities to provide feedback?

and:

Did they actually respond?

A satisfaction score tells you about the customers who responded.

Response metrics help you understand the amount of participation behind that score.

For example:

High CSAT + broad participation

and:

High CSAT + very limited participation

should not automatically be interpreted as the same feedback picture.

Use survey volume and response metrics as context for satisfaction results.

When a score or trend stands out, move into the response-level views.

This view brings completed responses together and can include:

Use it when you want to move from an overall result to the individual feedback behind it.

Use this table to investigate project-level responses.

Available context can include:

Use this table for milestone-level feedback.

Available context can include:

Question it answers: What did customers actually tell us?

CSAT Comments provides a comment-focused view containing information such as:

A score tells you what rating the customer selected.

The comment can give you additional context in the customer's own feedback.

The CSAT report uses a specialized survey-response drilldown.

Depending on the widget, fields can include:

Every drilldown column header can be sorted A → Z or Z → A.

For complete field definitions, see the GUIDEreports drilldown field reference.

A useful CSAT investigation usually moves through three levels:

Summary → comparison or trend → individual response

For example:

The report helps you identify where to investigate.

Review the underlying project and customer feedback before deciding what caused the result.

The following is an illustrative Professional Services scenario.

A Professional Services leader wants to understand the customer experience across recent implementations.

Their question is:

Where is customer satisfaction changing, and what should we investigate?

They review:

Project-level satisfaction looks healthy overall, but milestone-level satisfaction is lower.

They review:

Recent milestone feedback appears to be declining.

They open CSAT by Milestone.

One implementation stage appears repeatedly among the lower results.

Before drawing a conclusion, they review:

This helps them understand how much customer participation sits behind the result.

They review Milestone CSAT Responses and CSAT Comments.

Several comments reference a similar part of the customer experience.

Now the team has a useful investigation target.

Instead of saying:

“Our milestone CSAT is down.”

they can say:

“Recent milestone ratings declined around this stage of delivery, response participation is sufficient to warrant a closer look, and several comments mention a similar experience.”

The team can then review the underlying delivery process.

These are suggested reporting practices rather than product requirements.

A score tells you how respondents rated their experience.

Response metrics tell you how much customer feedback you received.

Review both.

A numerical trend identifies movement.

Customer comments can provide additional context about the experience behind the rating.

Project-level and milestone-level surveys answer different questions.

Use the appropriate level when investigating overall delivery versus a specific stage of implementation.

One low rating may require individual follow-up.

Repeated lower results across the same project type, milestone, or period may indicate a broader pattern worth investigating.

A low rating tells you that the customer provided lower feedback.

It does not automatically explain why.

Use comments, project context, milestone context, and the underlying response before deciding what happened.

A result based on limited participation may not represent the experience of every customer.

Use surveys sent, responses received, and response rate as context.

Trends help you find when satisfaction changed.

Individual responses help you investigate what customers said during that period.

They are different CSAT measures.

CSAT percentage is used by widgets such as Overall Project CSAT and Overall Milestone CSAT.

Average rating score is used by trend widgets that average numerical customer ratings.

Do not treat the two values as interchangeable.

Overall Project CSAT focuses on project-level surveys.

Overall Milestone CSAT focuses on surveys associated with milestones.

Use the project version for broader project feedback and the milestone version when you need feedback about specific delivery stages.

It shows the average rating score by response day during the last 30 days.

Use it to identify recent movement in customer satisfaction.

Surveys Sent tells you how many feedback requests were sent.

Responses Received tells you how many surveys have a recorded response.

Response rate describes survey participation for the applicable survey population.

Use it alongside satisfaction metrics to understand how much feedback sits behind the result.

Not necessarily.

Response rate measures participation, not satisfaction.

A customer who does not respond has not automatically provided a negative rating.

No.

The score identifies the feedback result.

Review comments, project or milestone context, and the underlying response before deciding what caused it.

A project-level survey is not necessarily associated with a milestone.

Use Csat Level to understand whether the response is project- or milestone-level.

The CSAT drilldown can include recipient name and email fields.

See the GUIDEreports drilldown field reference for the full CSAT field list.

Yes.

Use the Customer filter and combine it with other available GUIDEreports filters as needed.

For shared filtering behavior, see Use GUIDEreports: Filters, drilldowns, sorting, and navigation.

The Customer Engagement Standard report includes CSAT Trend (30d) and CSAT Comments alongside customer task and participation signals.

Use the dedicated CSAT report when you need deeper survey analysis.

See Standard report: Customer Engagement.

Review the available CSAT widgets in the GUIDEreports widget library.

If you need a different combination, you can build a custom GUIDEreport.