{"id":26048,"date":"2024-05-22T08:16:40","date_gmt":"2024-05-22T08:16:40","guid":{"rendered":"https:\/\/refiner.io\/docs\/?post_type=knowledgebase&#038;p=26048"},"modified":"2026-07-21T22:57:23","modified_gmt":"2026-07-21T22:57:23","slug":"csat-timeline-chart","status":"publish","type":"knowledgebase","link":"https:\/\/refiner.io\/docs\/kb\/charts\/csat-timeline-chart\/","title":{"rendered":"CSAT Chart"},"content":{"rendered":"\n\n\n<h2 class=\"wp-block-heading\">Introduction<\/h2>\n\n\n\n<p>CSAT charts provide a clear overview of your <a href=\"https:\/\/refiner.io\/docs\/kb\/question-types\/customer-satisfaction-csat\/\">Customer Satisfaction Score (CSAT)<\/a> and the distribution of responses across five satisfaction levels.<\/p>\n\n\n\n<p>You can add CSAT charts to both <a href=\"https:\/\/refiner.io\/docs\/kb\/reporting\/ad-hoc-dashboards\/\">ad-hoc survey dashboards<\/a> and <a href=\"https:\/\/refiner.io\/docs\/kb\/reporting\/custom-dashboards\/\">custom dashboards<\/a>. Each chart can combine responses from multiple CSAT questions and surveys, giving you control over exactly which data is included in the calculation.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"360\" src=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.51.21-1024x360.png\" alt=\"\" class=\"wp-image-28824\" srcset=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.51.21-1024x360.png 1024w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.51.21-800x281.png 800w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.51.21-768x270.png 768w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.51.21-1536x540.png 1536w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.51.21-2048x720.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\">Chart layout<\/h2>\n\n\n\n<p>A CSAT chart is divided into two sections.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">CSAT summary<\/h3>\n\n\n\n<p>The left side of the chart provides a summary for the selected data and time period. It displays:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The number of data points and responses included<\/li>\n\n\n\n<li>The overall average CSAT score<\/li>\n\n\n\n<li>The number and percentage of responses in each satisfaction category<\/li>\n<\/ul>\n\n\n\n<p>CSAT responses are grouped into five fixed categories:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Very unsatisfied<\/strong><\/li>\n\n\n\n<li><strong>Unsatisfied<\/strong><\/li>\n\n\n\n<li><strong>Neutral<\/strong><\/li>\n\n\n\n<li><strong>Satisfied<\/strong><\/li>\n\n\n\n<li><strong>Very satisfied<\/strong><\/li>\n<\/ul>\n\n\n\n<p>The legend uses consistent color coding for these categories throughout the chart.<\/p>\n\n\n\n<p>The right side of the chart can display either a timeline trend or a distribution pie chart.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Timeline trend<\/h3>\n\n\n\n<p>The timeline view shows how the response distribution and average CSAT score changed over time.<\/p>\n\n\n\n<p>The chart contains five colored areas representing the proportion of responses in each satisfaction category. A separate line shows the average CSAT score over the same period.<\/p>\n\n\n\n<p>You can group timeline data by:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Day<\/li>\n\n\n\n<li>Week<\/li>\n\n\n\n<li>Quarter<\/li>\n\n\n\n<li>Year<\/li>\n<\/ul>\n\n\n\n<p>Choose a grouping that matches the amount of data available and the time period you want to analyze. Shorter intervals provide more detail, while longer intervals make broader trends easier to identify.<\/p>\n\n\n\n<p>Hover over any point in the timeline to display a tooltip with the exact values for that time period. The tooltip provides a detailed breakdown of the counts represented in the chart.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"360\" src=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.42-1024x360.png\" alt=\"\" class=\"wp-image-28827\" srcset=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.42-1024x360.png 1024w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.42-800x281.png 800w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.42-768x270.png 768w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.42-1536x539.png 1536w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.42-2048x719.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Distribution pie chart<\/h3>\n\n\n\n<p>You can replace the timeline trend with a pie chart showing the overall distribution across the five satisfaction categories.<\/p>\n\n\n\n<p>The pie chart represents the same totals and percentages shown in the legend on the left. It is useful when you want to focus on the overall distribution rather than changes over time.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"359\" src=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.04-1024x359.png\" alt=\"\" class=\"wp-image-28825\" srcset=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.04-1024x359.png 1024w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.04-800x281.png 800w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.04-768x269.png 768w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.04-1536x539.png 1536w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2024\/05\/Screenshot-2026-07-22-at-00.52.04-2048x719.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\">Choose CSAT data source<\/h2>\n\n\n\n<p>Like other dashboard charts, a CSAT chart is not limited to a single survey or question.<\/p>\n\n\n\n<p>In the chart settings, you can select one or more CSAT questions from one or more surveys. Responses from all selected questions are combined when calculating the average score and response distribution.<\/p>\n\n\n\n<p>This allows you to create charts that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Show overall customer satisfaction across several surveys<\/li>\n\n\n\n<li>Focus on a specific survey or customer touchpoint<\/li>\n\n\n\n<li>Combine equivalent CSAT questions used in different campaigns<\/li>\n\n\n\n<li>Compare different surveys or audiences using multiple charts<\/li>\n<\/ul>\n\n\n\n<p>Only compatible CSAT question data should be selected for the same chart.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Chart options<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Name<\/h3>\n\n\n\n<p>Enter a name for the chart. The name appears as the chart headline and should help users understand at a glance what the chart displays.<\/p>\n\n\n\n<p>Use a specific, descriptive name, especially when your dashboard contains multiple charts with different data sources, audiences, or filters.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Description<\/h3>\n\n\n\n<p>Add an optional description to provide additional context about the chart. The description appears as a tooltip when users hover over the information icon next to the chart name.<\/p>\n\n\n\n<p>You can use it to communicate important information to your team, such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Where the data comes from<\/li>\n\n\n\n<li>Which audience or filters are applied<\/li>\n\n\n\n<li>The purpose of the chart<\/li>\n\n\n\n<li>How the results should be interpreted<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Timeline grouping<\/h3>\n\n\n\n<p>Choose the time interval used to group responses:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Day<\/li>\n\n\n\n<li>Week<\/li>\n\n\n\n<li>Month<\/li>\n\n\n\n<li>Quarter<\/li>\n\n\n\n<li>Year<\/li>\n<\/ul>\n\n\n\n<p>A shorter interval provides more detail, while a longer interval creates a smoother view of long-term trends.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Overwrite filters<\/h3>\n\n\n\n<p>By default, the chart uses the filters applied to the dashboard.<\/p>\n\n\n\n<p>You can overwrite these filters for an individual chart to analyze a more specific subset of responses. This allows you to apply different filters to multiple Distribution Trend Charts on the same dashboard and compare audiences, surveys, time periods, or response segments side by side.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Adjust size and positioning<\/h2>\n\n\n\n<p>Like all other charts, CSAT charts can be freely positioned and resized on custom dashboards.<\/p>\n\n\n\n<p>When there is enough horizontal space, the chart displays both the CSAT summary and the selected trend or distribution view. At narrower widths, the chart may display only the summary section.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Best practices<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Monitor changes over time<\/strong> &#8211; An overall CSAT score provides a useful snapshot, but the timeline view offers more context. Use it to identify whether satisfaction is improving or declining following product releases, support interactions, onboarding changes, or other initiatives.<\/li>\n\n\n\n<li><strong>Choose an appropriate time grouping<\/strong> &#8211; Use daily or weekly grouping when you receive a high volume of responses. For smaller datasets or longer reporting periods, quarterly or yearly grouping can produce a clearer and more representative trend.<\/li>\n\n\n\n<li><strong>Review the full distribution<\/strong> &#8211; The average CSAT score does not always reveal how responses are distributed. Two datasets can have a similar average while containing very different proportions of satisfied and unsatisfied respondents. Use the legend, timeline areas, or pie chart to understand the full distribution behind the score.<\/li>\n\n\n\n<li><strong>Monitor response volume<\/strong> &#8211; A noticeable change based on only a few responses may not represent a meaningful shift in customer satisfaction. Review the response count alongside the average score when interpreting changes.<\/li>\n\n\n\n<li><strong>Segment your audience<\/strong> &#8211; Use dashboard filters or chart-level filter overrides to compare satisfaction across customer groups.<\/li>\n\n\n\n<li><strong>Pair scores with qualitative feedback<\/strong> &#8211; Combine CSAT charts with open-ended follow-up questions, response tags, and qualitative feedback to understand why respondents were satisfied or unsatisfied.<\/li>\n\n\n\n<li><strong>Compare customer touchpoints <\/strong>&#8211; Add several CSAT charts to the same dashboard to compare satisfaction across different stages of the customer journey, such as onboarding, product usage, support interactions, or renewal.<\/li>\n<\/ul>\n\n\n\n<p>You can find more <a href=\"https:\/\/refiner.io\/blog\/customer-satisfaction-survey-best-practices\/\" target=\"_blank\" rel=\"noreferrer noopener\">CSAT survey best practises<\/a> in our blog.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Introduction CSAT charts provide a clear overview of your Customer Satisfaction Score (CSAT) and the distribution of responses across five satisfaction levels. You can add CSAT charts to both ad-hoc survey dashboards and custom dashboards. Each chart can combine responses from multiple CSAT questions and surveys, giving you control over exactly which data is included [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/refiner.io\/docs\/kb\/charts\/csat-timeline-chart\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","template":"","knowledgebase_tag":[],"class_list":["post-26048","knowledgebase","type-knowledgebase","status-publish","hentry","knowledgebase_cat-charts"],"acf":[],"featured_image_urls_v2":{"full":"","thumbnail":"","medium":"","medium_large":"","large":"","1536x1536":"","2048x2048":"","ab-block-post-grid-landscape":"","ab-block-post-grid-square":"","gb-block-post-grid-landscape":"","gb-block-post-grid-square":""},"post_excerpt_stackable_v2":"<p>Introduction CSAT charts provide a clear overview of your Customer Satisfaction Score (CSAT) and the distribution of responses across five satisfaction levels. You can add CSAT charts to both ad-hoc survey dashboards and custom dashboards. Each chart can combine responses from multiple CSAT questions and surveys, giving you control over exactly which data is included in the calculation. Chart layout A CSAT chart is divided into two sections. CSAT summary The left side of the chart provides a summary for the selected data and time period. It displays: The number of data points and responses included The overall average CSAT&hellip;<\/p>\n","category_list_v2":"","author_info_v2":{"name":"Moritz Dausinger","url":"https:\/\/refiner.io\/docs\/author\/user\/"},"comments_num_v2":"0 comments","yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CSAT Chart<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/refiner.io\/docs\/kb\/charts\/csat-timeline-chart\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CSAT Chart\" \/>\n<meta property=\"og:description\" content=\"Introduction CSAT charts provide a clear overview of your Customer Satisfaction Score (CSAT) and the distribution of responses across five satisfaction levels. 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