Every role sees the screen in their own scope. Turning on the satisfaction survey is Company-level: only Administrator and Company Manager. Available on all plans. The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
See the Overall Score
By default, the screen shows the scope and period chosen in the scope bar, with the current month as the starting period. Where it is: Scout > Satisfação (Scout > Satisfaction).1
Open the screen
Go to Scout > Satisfação.
2
Read the overall csat
Check the score from 1 to 5 and the variation against the previous period.
3
See the score frequency
In the histogram below, compare how many responses were positive, neutral, and negative.
A reading with fewer than 5 responses shows as sem base (no sample), so as not to state something without enough of a sample.
Compare by Unit and by Service Type
1
Compare Units
In the csat por unidade (csat by unit) card, see the score for each Unit the contact belongs to, one row per Unit.
2
Compare by service type
In the csat por tipo de atendimento (csat by service type) card, compare the score of conversations resolved by AI, by the team, and by handoff.
3
See the distribution
Open the three frequency histograms, one for AI, one for the team, and one for handoff.
The csat do Tino (Tino’s csat) card counts only the conversations he resolved from start to finish. A conversation with handoff falls under the handoff reading, not Tino’s or the team’s.
Track Progress Over the Period
1
Choose the granularity
Switch between viewing the chart by week or by month.
2
Read the three series
Compare the AI, team, and handoff lines over time.
3
Filter by score
Click a column in the frequency histogram to filter the conversation list by that score.
A ring-shaped point marks a neighboring period without enough of a sample, not an actual decline.
See the Send and Response Rates
The taxa de solicitação (request rate) shows how many survey invitations were sent for each finished service. The taxa de resposta (response rate) shows how many customers responded among those invited. Both appear by channel.Both rates count only WhatsApp and the site chat, the channels where the survey can currently be sent.
Turn On the Satisfaction Survey
By default, the survey stays off until someone turns it on for at least one channel. Where it is: the warning card on the screen itself, or directly at Configurações > Atendimento > Pesquisa de Satisfação (Settings > Service > Satisfaction Survey).1
Open the setting
In the Nenhum canal está enviando a pesquisa (No channel is sending the survey) card, click Ligar a pesquisa de satisfação (Turn on the satisfaction survey).
2
Configure the survey
Turn on the survey for the channels you want. See the walkthrough in Configure the satisfaction survey.
3
Return to the screen
Use the voltar ao achado (back to finding) link to return directly to the Satisfação screen.
Read the Conversations Behind the Scores
1
Filter by score
Click a column in the histogram to filter the table, or switch between pior nota (worst score) and melhor nota (best score).
2
Read the comment
See what the customer wrote, when there is one.
3
Open the conversation
Click a row to open the conversation in the Conversation Center, in read-only mode.
In Area or Unit scopes, this list shows the whole company, not just the chosen scope. The screen warns about this above the table.
Frequently Asked Questions
Why does a Unit show as sem base?
Why does a Unit show as sem base?
Fewer than 5 survey responses for that Unit, in the chosen period.
Does the conversation list change when I choose a Unit?
Does the conversation list change when I choose a Unit?
No. This list always shows the whole company. Only the cards above follow the scope chosen in the scope bar.
Does Tino's csat count conversations he started and handed off to the team?
Does Tino's csat count conversations he started and handed off to the team?
No. Only the conversations Tino resolved from start to finish, without handoff, are counted.