The Customer Service Quality Insights Report helps you track how quickly and effectively you support customers — and how satisfied they are with the experience.
It brings together your Response Time, Ticket Lifetime, Customer Satisfaction (CSAT), and Urgent Ticket Rate, which together determine your Customer Service Quality Score within the Seller Performance Rating.
At the top, you’ll find daily trends for your four key service metrics: Response Time, Ticket Lifetime, CSAT, and Urgent Score.
Stable high lines indicate consistent service quality; dips signal slower handling or lower satisfaction.
✅ Tip: Review this weekly — even small declines in response speed can impact your score before customers notice.
CSQ - 4 scores development charts.mp4
This section shows how fast your team sends the first reply to new tickets.
To stay in the green, aim for at least 90% of first responses within 24 business hours. Weekends and holidays are already factored in.
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