# Satisfaction ratings (CSAT)

Ask customers to rate each resolved conversation, with stars on your website and quick replies on Zalo, Messenger and Instagram, and read the results.

CSAT (customer satisfaction) is the simplest measure of how your support feels to customers: after a conversation, they rate it from 1 to 5. Ha Tang asks for the rating at the right moment, collects it on every channel, and shows the results per period and per agent.

## Turn on automatic ratings

Ratings are set per website, and apply to the conversations of that website and the channels attached to it. You need **Manage** access to Customer Support.

1. Go to **Customer Support → Channels** and click your website.
2. Open the **Automation** tab.
3. Under **Satisfaction rating (CSAT)**, tick **Ask visitors to rate the conversation when it is resolved**.
4. Change the question if you like, in **Question (Vietnamese)** and **Question (English)**. The customer sees the one in their language.
5. Click **Save**.

![The satisfaction rating setting of a website](https://hatang.dev/help/img/en/reports/csat-setting.webp)

From then on, when an agent resolves a conversation, Ha Tang posts the question once in that conversation. Conversations closed automatically are not asked, and a conversation is asked only once, even if it is reopened and resolved again.

## Ask for a rating yourself

In a conversation, open the **⋯** menu and choose **Request a rating**. This works even when automatic ratings are off, and you can ask again if the customer did not answer. It is not sent once the customer has rated.

## What the customer sees

| Channel | How they rate |
|---|---|
| Website chat widget and your app | Five stars, then an optional comment and **Send rating** |
| Messenger and Instagram | Quick-reply buttons: "😞 Unhappy", "😐 Okay", "😊 Happy", "🤩 Delighted" (in Vietnamese for Vietnamese customers) |
| Zalo OA | The same four answers as a numbered list |
| Other channels | The question as text |

On every channel, a customer can also answer with a number from 1 to 5. The four quick replies count as 1, 3, 4 and 5 stars. After rating, the customer gets a short thank-you message. If they rate again, the new score replaces the old one.

## Read the results

- **Customer Support → Reports** shows the average **CSAT** out of 5 and the number of ratings for the period, the **Latest ratings** with comments, and each agent's average in the **Agents** table. The **AI assistant** part compares conversations the AI handled alone with those a person answered.
- The **Recent ratings** widget puts the latest scores and comments on any dashboard. See [Custom dashboards and reports](https://hatang.dev/help/reports/custom-dashboards).
- Each rating appears in the conversation ("Visitor rated 4/5") and in the customer's **Activity**.

![The Recent ratings widget with scores and comments](https://hatang.dev/help/img/en/reports/ratings.webp)

A rating counts for the employee the conversation was assigned to when the customer rated it.

## Use ratings to improve

- Read every rating of 1 or 2 stars, and open the conversation. The comment usually says what went wrong: a slow answer, a missing piece of information, a delivery problem.
- Watch the trend, not one week. A small business gets few ratings, and a single angry customer moves the average.
- Ratings are voluntary, so happy and very unhappy customers answer most. Compare periods with each other rather than with an ideal number.
- To act on a bad rating straight away, send `chat.rating.created` to your own tools with a webhook (see [Webhooks](https://hatang.dev/help/integrations/webhooks)).