CSAT challanges

The average percentage of chats without a customer rating can vary, but typically, it ranges from 20% to 40%. To encourage more survey responses, it's helpful to offer incentives, keep the survey short, and make the process seamless. Additionally, politely asking for feedback during the chat and explaining its value for service improvement can also increase participation.

Just a heads-up—Isara is available on the Intercom App Store if you’re exploring tools to help with this. One of its features is Predictive CSAT, which analyzes all conversations (not just the ones with ratings) to give you a more complete picture of customer satisfaction.

It also helps with things like spotting rising customer issues, monitoring team performance, and even surfacing upsell signals or product feedback based on support interactions.

We’re currently in beta, so we’re actively looking for feedback.

https://www.intercom.com/app-store/?app_package_code=tappa-insights&category=for-ai-automation

From my experience with 300+ clients, 60-80% of chats typically go unrated, though this varies by industry and engagement strategy.

To boost survey responses, we recommend:

Optimize timing – Prompt for ratings right after chat resolution.
Simplify the process – Use one-click rating options.
Personalize follow-ups – Politely nudge customers before ending chats.
Incentivize participation – Offer small perks (discounts, entries into a giveaway, etc.).

Hope this helps!