Why did my Kustomer satisfaction score drop?
The Kustomer help pages give 3 common reasons. The first to rule out: Kustomer places each survey on the day it went out, not the day the customer answered, so a day's score is built from that day's surveys whenever the answers arrive.
What causes it?
Kustomer places each survey on the day it went out, not the day the customer answered, so a day's score is built from that day's surveys whenever the answers arrive.
In the Kustomer help:
conversation.satisfactionLevel.createdAt refers to when the satisfaction survey was sent out to customers, not when the customer fills it out.
Satisfaction report, read 2026-11-12.Ratings from surveys with different scales are put on one scale, and a thumbs down on a two option survey counts as the lowest rating.
In the Kustomer help:
Selecting a positive rating ('thumbs up') in a two-count scale like 'thumbs up' or 'thumbs down' results in a rating of 5, while a 'thumbs down' would result in a 1.
Satisfaction report, read 2026-11-12.The score is the share of rated surveys marked positive, so it counts only surveys that were rated.
In the Kustomer help:
Average Score is the number of surveys scored 'Positive' divided by the total number of surveys rated over the selected time frame x 100
Satisfaction report, read 2026-11-12.
How do I check it myself?
Filter the satisfaction numbers by survey, team or agent to see whether the drop sits with one of them.
In the Kustomer help:
In addition, metrics can be filtered on specific surveys, teams, or one or more specific agents.
Satisfaction report, read 2026-11-12.Open the responses behind a chart to read the ratings that moved it.
In the Kustomer help:
You can drilldown on any of these charts to gain more insights on the responses.
Satisfaction report, read 2026-11-12.Open a written comment to reach the conversation it came from and see what happened.
In the Kustomer help:
Selecting a line of free text will direct you to the related conversation on a customer's timeline.
Satisfaction report, read 2026-11-12.
How does Kustomer work with Feder?
- Connect Kustomer to Feder and it joins your Experience apps.
- When you connect Kustomer, 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 Kustomer, one of your Experience apps. Feder only reads. It never changes anything in Kustomer.
What else goes wrong with these numbers?
- Why are more conversations waiting in my Kustomer queues?Kustomer
- Why did first response time jump in Kustomer?Kustomer
- 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 Kustomer 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.