Why did my CSAT score drop in Plain?
The Plain help pages give 3 common reasons. The first to rule out: The score counts only Positive ratings as good, so more Neutral ratings can lower it as well as more Negative ones.
What causes it?
The score counts only Positive ratings as good, so more Neutral ratings can lower it as well as more Negative ones.
In the Plain help:
count(Positive ratings) / count(all ratings) x 100, for responses submitted in the selected period.
CSAT scores, read 2026-11-12.A rating counts on the day the customer submits it, not the day the thread was opened or resolved, so ratings for last week's threads can land in this week's score.
In the Plain help:
The period filter applies to when the survey was submitted, not when the thread was created or resolved.
CSAT scores, read 2026-11-12.Customers are asked for a rating only once a thread is resolved, so threads still open are not in the score yet and the score moves with the threads resolved and rated in the period.
In the Plain help:
Plain sends a short survey after a thread is resolved.
CSAT scores, read 2026-11-12.
How do I check it myself?
Look at how many rated responses came in and filter them by rating, to see whether the drop comes from more Negative or Neutral ratings or simply from fewer ratings.
In the Plain help:
Number of rated responses received in the period, filterable by rating.
CSAT scores, read 2026-11-12.Read the individual ratings and comments on the rated threads to see what customers said about their experience.
In the Plain help:
Individual ratings and comments are visible in the thread sidebar.
CSAT scores, read 2026-11-12.
How does Plain work with Feder?
- Connect Plain to Feder and it joins your Experience apps.
- When you connect Plain, 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 Plain, one of your Experience apps. Feder only reads. It never changes anything in Plain.
What else goes wrong with these numbers?
- Why did customer waiting time jump in Plain?Plain
- Why did my support numbers suddenly change in Plain?Plain
- 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 Plain 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.