Why did my CSAT score drop in Front?
The Front help pages give 3 common reasons. The first to rule out: Only 4 and 5 star ratings count as satisfied, so a run of middling 3 star ratings can lower the score.
What causes it?
Only 4 and 5 star ratings count as satisfied, so a run of middling 3 star ratings can lower the score.
In the Front help:
Percent of survey responses in the period that received a 4 or 5-star rating.
CSAT score, read 2026-11-12.A rating lands on the day the customer submits it, which can be days after the conversation, so a day's score can reflect older conversations.
In the Front help:
A score is counted on the the day it is submitted
CSAT score, read 2026-11-12.The survey can appear on each message, so one unhappy conversation can add more than one low rating.
In the Front help:
Because the survey can appear on each message you send, a customer can rate more than once from the same conversation.
Front's CSAT feature, read 2026-11-12.
How do I check it myself?
Open the low ratings to see which conversations they came from, and whether several came from the same one.
In the Front help:
Click on each star rating to see which conversations were counted into the metric.
Customer satisfaction report, read 2026-11-12.Tell a period with no ratings apart from a period with low ratings before reading a drop as unhappy customers.
In the Front help:
Dotted lines represent periods with no data.
Customer satisfaction report, read 2026-11-12.Look at scores by teammate to see whether a drop is spread across the team or comes from a few conversations.
In the Front help:
Scores are averaged by teammate in the period.
CSAT score, read 2026-11-12.
How does Front work with Feder?
- Connect Front to Feder and it joins your Experience apps.
- When you connect Front, 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 Front, one of your Experience apps. Feder only reads. It never changes anything in Front.
What else goes wrong with these numbers?
- Why did my reply time change in Front?Front
- Why do my Front numbers for a teammate look wrong?Front
- 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 Front 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.