CSAT Timeline Chart
Introduction
Refiner offers dedicated Customer Satisfaction (CSAT) charts that can be added to both ad-hoc survey dashboards and custom dashboards. These charts help you quickly visualize how satisfied your customers are at a given point in time and how that satisfaction changes over time.
Chart layout
A CSAT chart displays two key views side-by-side:
- Breakdown view (left) – Shows your current average CSAT score along with the percentage of each rating category (e.g., Very Satisfied, Satisfied, Neutral, Dissatisfied).
- Timeline view (right) – Tracks changes in CSAT scores and rating distribution over time, making it easy to spot trends and shifts in customer sentiment.
CAT charts can be freely positioned and resized on your dashboard, allowing you to create a layout that works best for your reporting needs.
If the chart is resized to a narrow width, only the Breakdown view will be shown.
Flexible data selection
Like all our charts, you have full control over which survey responses are included. You can:
- Choose the data source by selecting the CSAT question(s) you want to analyze.
- Filter responses by user segment, specific survey, or response tags.
You can add multiple CSAT charts to the same dashboard to compare results between different user groups or surveys side by side. For example, compare CSAT ratings for trial users vs. paying customers, or different regions.
Best practices for CSAT charts
- Monitor satisfaction trends – Use the timeline view to see whether customer satisfaction is improving, declining, or remaining stable.
- Segment for insights – Break down results by key attributes like user type, plan, or region to find actionable patterns.
- Pair with qualitative feedback – Combine CSAT scores with open-ended follow-up questions to understand the reasons behind the ratings.
- Compare different touchpoints – Add multiple CSAT charts to see how satisfaction varies across different stages of the customer journey.
You can find more CSAT survey best practises in our blog.