> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tartini.com.br/llms.txt
> Use this file to discover all available pages before exploring further.

# Track Customer Satisfaction

> See the score customers gave in the satisfaction survey, where it varies, and the conversations behind each score.

export const Artigo = ({titulo, href, children}) => <a className="lista-artigos-item" href={href}>
    <span className="lista-artigos-texto">
      <span className="lista-artigos-nome">{titulo}</span>
      {children ? <span className="lista-artigos-desc">{children}</span> : null}
    </span>
    <svg className="lista-artigos-seta" viewBox="0 0 24 24" width="18" height="18" aria-hidden="true">
      <path d="M9 6l6 6-6 6" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" />
    </svg>
  </a>;

export const Lista = ({titulo, children}) => <div className="lista-artigos">
    {titulo ? <p className="lista-artigos-titulo">{titulo}</p> : null}
    <div className="lista-artigos-itens">{children}</div>
  </div>;

The Satisfação screen brings together the score the customer gave in the survey with Scout's read on the conversation, so you can quickly see where the experience is dropping.

<Note>
  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.
</Note>

***

## 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).

<Steps>
  <Step title="Open the screen">Go to **Scout > Satisfação**.</Step>
  <Step title="Read the overall csat">Check the score from 1 to 5 and the variation against the previous period.</Step>
  <Step title="See the score frequency">In the histogram below, compare how many responses were positive, neutral, and negative.</Step>
</Steps>

<Note>
  A reading with fewer than 5 responses shows as sem base (no sample), so as not to state something without enough of a sample.
</Note>

***

## Compare by Unit and by Service Type

<Steps>
  <Step title="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.</Step>

  <Step title="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.</Step>
  <Step title="See the distribution">Open the three frequency histograms, one for AI, one for the team, and one for handoff.</Step>
</Steps>

<Note>
  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.
</Note>

***

## Track Progress Over the Period

<Steps>
  <Step title="Choose the granularity">Switch between viewing the chart by week or by month.</Step>
  <Step title="Read the three series">Compare the AI, team, and handoff lines over time.</Step>
  <Step title="Filter by score">Click a column in the frequency histogram to filter the conversation list by that score.</Step>
</Steps>

<Note>
  A ring-shaped point marks a neighboring period without enough of a sample, not an actual decline.
</Note>

***

## 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.

<Note>
  Both rates count only WhatsApp and the site chat, the channels where the survey can currently be sent.
</Note>

***

## 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).

<Steps>
  <Step title="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).</Step>
  <Step title="Configure the survey">Turn on the survey for the channels you want. See the walkthrough in [Configure the satisfaction survey](/en/atendimento/pesquisa-de-satisfacao).</Step>
  <Step title="Return to the screen">Use the **voltar ao achado** (back to finding) link to return directly to the Satisfação screen.</Step>
</Steps>

***

## Read the Conversations Behind the Scores

<Steps>
  <Step title="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).</Step>
  <Step title="Read the comment">See what the customer wrote, when there is one.</Step>
  <Step title="Open the conversation">Click a row to open the conversation in the [Conversation Center](/en/inbox/central-de-conversas), in read-only mode.</Step>
</Steps>

<Note>
  In Area or Unit scopes, this list shows the whole company, not just the chosen scope. The screen warns about this above the table.
</Note>

***

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="Why does a Unit show as sem base?">
    Fewer than 5 survey responses for that Unit, in the chosen period.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

***

## Related Articles

<Lista>
  <Artigo titulo="Configure the satisfaction survey" href="/en/atendimento/pesquisa-de-satisfacao">Turn on the survey by channel.</Artigo>
  <Artigo titulo="The Scout Explained" href="/en/agentes/scout/o-scout-explicado">Roles, plans, and the Scout menu.</Artigo>
  <Artigo titulo="Use the Conversation Center" href="/en/inbox/central-de-conversas">Open any conversation in read-only mode.</Artigo>
  <Artigo titulo="Read Scout's evaluations" href="/en/agentes/scout/avaliacoes">The full analysis of each conversation.</Artigo>
</Lista>


## Related topics

- [Tracking Your Team with Scout and Sotto](/en/primeiros-passos/guias/acompanhando-a-equipe.md)
- [Tino explained](/en/agentes/tino/o-tino-explicado.md)
- [The Scout Explained](/en/agentes/scout/o-scout-explicado.md)