Why am I getting fewer customer ratings in Crisp?
The Crisp help pages give 3 common reasons. The first to rule out: Email conversations are not sent the same automatic rating email as chats, so a shift toward email can mean fewer ratings.
What causes it?
Email conversations are not sent the same automatic rating email as chats, so a shift toward email can mean fewer ratings.
In the Crisp help:
For email conversations, Crisp does not send the same standalone automatic rating email.
How to monitor User ratings & feedbacks, read 2026-11-12.Customers are asked to rate in the transcript email sent after a conversation is resolved, so conversations left open are not asked yet.
In the Crisp help:
The rating request is included in the conversation transcript email that customers receive after a conversation is resolved.
How to monitor User ratings & feedbacks, read 2026-11-12.If the rating option is turned off, Crisp stops collecting ratings, so the count can fall to nothing.
In the Crisp help:
Disabling this option stops Crisp from collecting ratings through chatbox and transcript emails.
How to monitor User ratings & feedbacks, read 2026-11-12.
How do I check it myself?
Filter your contacts by rating to see which customers rated and how.
In the Crisp help:
Use an advanced search in Contacts to filter customers by rating.
How to monitor User ratings & feedbacks, read 2026-11-12.Compare the average rating for conversations handled only by automations or AI with the overall average, since the two are reported apart.
In the Crisp help:
Average rating for conversations handled only by automations or AI.
Getting started with the Crisp Analytics, read 2026-11-12.
How does Crisp work with Feder?
- Connect Crisp to Feder and it joins your Experience apps.
- When you connect Crisp, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Crisp, one of your Experience apps. Feder only reads. It never changes anything in Crisp.
What else goes wrong with these numbers?
- Why did my Crisp conversation and message counts suddenly jump?Crisp
- Why did my response time suddenly change in Crisp?Crisp
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Crisp help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.