Measuring satisfaction — sound familiar?
Skari turns satisfaction scores into drivers, verbatims, and segments you can act on.
01 · CSAT SCORE
One number that captures satisfaction.
CSAT score, Top-2-Box, and rating distribution.
Respondents rate their experience on a 1–5 star scale. Skari converts responses into a 0–100 CSAT score, calculates the Top-2-Box rate (rated 4–5★), and displays the full rating distribution — so you see both the headline number and the spread behind it.
83.3% rated 4–5★ (satisfied); 6.7% rated 1–2★ (dissatisfied).
02 · DIMENSION SCORES
See which areas drag satisfaction down.
Radar chart + ranked bar list for every area.
Custom dimensions — from feature satisfaction to onboarding, support quality, and price-value — are each scored 0–100. A radar chart shows the full profile at a glance; the ranked list makes the highest-leverage gaps immediately obvious.
03 · RECOMMENDATION
Gauge loyalty, not just satisfaction.
Recommendation likelihood breakdown.
"Would you recommend us?" goes beyond CSAT by measuring future behaviour. Skari breaks down Definitely yes / Probably yes / Not sure / Probably not / Definitely not responses, calculates the promoter-detractor difference, and flags it as a leading indicator of word-of-mouth growth.
Recommendation likelihood is a leading indicator of word-of-mouth growth.
04 · SEGMENT ANALYSIS
Which groups are dissatisfied?
CSAT scores broken down by any segment variable.
CSAT varies by how customers first engaged. Skari splits scores by any categorical variable you collected — product tier, support interaction, channel, region — and ranks segments from highest to lowest, making low-CSAT pockets immediately visible for targeted follow-up.
05 · OPEN COMMENTS
The words behind the scores.
Verbatim comments with sentiment analysis and theme extraction.
Open-text responses capture what numbers cannot. Skari lists all verbatim answers, auto-tags sentiment (Positive / Neutral / Negative), and groups them by extracted theme — so you can read the root cause alongside the CSAT score without manual sorting.
Verbatim comments surface root causes. Tag themes manually or use text analytics for large samples.
IN THE REPORT
Everything the satisfaction report delivers.
One survey in — scores, drivers, verbatims, and segments out.
0–100 CSAT score
Star ratings converted to a single satisfaction score with a "Good" label.
Top-2-Box rate
Share of respondents rating 4–5★, with Bottom-2-Box and neutral bands.
Rating distribution
Per-star breakdown showing the spread behind the headline number.
Dimension scores
Up to 20 custom areas each scored 0–100 on a radar profile.
Gap analysis
Ranked bar list highlights the highest-leverage gaps to fix first.
Recommendation likelihood
Five-point recommendation breakdown with promoter–detractor difference.
Segment analysis
CSAT split by any categorical variable, ranked high to low.
Follow-up priorities
Below-average segments flagged as highest-priority for follow-up.
Verbatim sentiment
Open comments auto-tagged Positive / Neutral / Negative.
Theme extraction
Comments grouped by extracted theme with frequency and trend.
From star rating to action.
CSAT score, area analysis, segment analysis, and verbatim themes — all in one workflow.