Customer Feedback
The Customer Feedback dashboard shows CSAT (customer satisfaction) scores collected from ticket feedback requests, so you can track how customers rate the support they receive and which technicians are performing best.
Overview
The Customer Feedback dashboard lets you:
- See total feedback collected, the average satisfaction score, and the response rate for a chosen time period.
- View the distribution of ratings across the five-star scale.
- Rank technicians by their average rating.
- Spot recent low ratings (1–2 stars) that may need follow-up.
- Browse, sort, and filter every individual feedback response.
- Export the filtered feedback list to CSV.
Feedback originates from the per-ticket feedback requests Ascent sends to contacts after a ticket is handled. Each response carries a star score (1–5) and an optional comment, and is linked back to its ticket, the contact who responded, and the assigned technician.
Navigate to Customer Feedback
Open Analytics → Feedback in the left sidebar (path /analytics/feedback).
This page requires both:
- the feedback_analytics.read permission, and
- the customer-feedback feature on your plan.
If either is missing, the Feedback item does not appear in the sidebar.
Time period
The page header has a time-period selector that controls the summary metrics, distribution chart, and technician ranking:
| Option | Description |
|---|---|
| Last 7 days | Trailing 7 days |
| Last 30 days | Trailing 30 days (default) |
| Last 90 days | Trailing 90 days |
| Last 12 months | Trailing 12 months |
Use the Back button next to the selector to return to the Analytics Overview.
Summary cards
Four cards summarize satisfaction for the selected period:
| Card | Value shown | Sub-detail |
|---|---|---|
| Total Feedback | Number of feedback responses submitted | Number of requests sent |
| Average Score | Average rating, to one decimal place | Out of 5 stars |
| Response Rate | Percentage of requests that were completed | Of requests completed |
| Top Technician | Highest-rated technician's name | Their average rating (minimum 3 reviews required) |
When you apply customer or technician filters, the Total Feedback and Average Score cards recalculate to reflect only the filtered results.
Score Distribution
A bar chart titled Score Distribution breaks the responses down by rating, from 1 Star through 5 Stars, color-coded from red (low) to green (high). When filters are active, the chart shows the filtered results.
Technician Performance
A Technician Performance card ranks the top technicians by average rating. Only technicians with 3 or more reviews are included, and the top five are shown with their review count and average score. If no technician has reached 3 reviews yet, the card shows a "No technicians with 3+ reviews yet" message.
Attention: Recent Low Ratings
When there are recent 1–2 star ratings (and no filters are applied), an Attention: Recent Low Ratings panel highlights up to five tickets that may need follow-up. Each entry shows the ticket number (a link to the ticket), the star rating, the ticket subject, the contact's name, and the comment if one was left.
Filters
The Filters card lets you narrow the feedback list:
| Filter | Options |
|---|---|
| All Customers | Any customer who left feedback in the current results |
| All Technicians | Any technician with feedback in the current results |
| All ratings | All ratings, or a single value: 5 Stars, 4 Stars, 3 Stars, 2 Stars, or 1 Star |
Active filters are reflected in the URL, and a count such as "Showing 12 of 40 results" appears below the filter controls. Use Clear Filters to reset them. Pagination is hidden while filters are active.
Feedback Details
The Feedback Details table lists individual responses with these columns:
| Column | Description |
|---|---|
| Ticket # | The ticket number, linked to the ticket (sortable) |
| Customer | Contact name and email |
| Score | Star rating, or "No rating" if none was given (sortable) |
| Comment | The customer's comment; long comments can be expanded |
| Technician | The assigned technician, or "Unassigned" |
| Date | The date the feedback was submitted, or "Pending" (sortable) |
Click any column header marked as sortable to sort by it; click again to reverse the direction. Click a row to open a Feedback Details dialog showing the full customer, ticket, technician, score, comment, and submission date.
Export CSV
Click Export CSV above the table to download the currently sorted and filtered feedback as a CSV file. The export includes Ticket #, Customer, Rating, Comment, Technician, and Date columns.
Tips
- Check the Attention: Recent Low Ratings panel regularly so dissatisfied customers get a timely follow-up.
- The Top Technician card and Technician Performance ranking both require at least 3 reviews, so they fill in only once a technician has accumulated enough feedback.
- Use the customer or technician filters to investigate a specific account or team member, then Export CSV to share the results.