> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # CSAT Drop Alert, Intercom > Flags a sudden fall in Intercom CSAT over the last 7 days versus the prior period. How to read it, why it matters, and how to act on it. **Card class:** [Non-Hero](/nerve-centre/overview#card-classes-explained) • **Category:** [Helpdesk / Customer Support](/nerve-centre/connectors#connectors-by-type) > Your 7-day customer-satisfaction score, flagged when it falls more than 5 points against the prior period — the early signal that something in your support experience has slipped. ## At a glance > **CSAT Drop Alert** watches your customer-satisfaction score for a sudden decline. CSAT is the share of rated conversations that customers marked positive, and a falling score is the clearest leading indicator that your support experience is deteriorating — before it shows up in churn or reviews. This card compares the last 7 days against the prior 7 and raises a flag when satisfaction drops by more than 5 percentage points. For Blitz, a CSAT dip during a busy sales week usually means agents are rushing, a product issue is generating frustration, or wait times have crept up. Catching it within days, not at the end of the month, is what makes it actionable. | | | | --------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | The percentage of positively rated conversations over the trailing 7 days, drawn from Intercom's `conversation_rating` (a positive rating is the top of the scale), compared against the same metric for the prior 7 days. The card surfaces the current CSAT and the point change. | | **Sample type** | API-derived from rated conversations on the `conversations` endpoint; period-over-period comparison of two 7-day windows. | | **Why it matters** | CSAT is your customers grading your support in their own words. A sustained drop predicts refund requests, negative reviews, and churn — and it usually has a fixable cause (slower replies, an unhappy product cohort, a single under-performing agent). The alert turns a slow-moving lagging metric into something you can act on this week. | | **Reading the value** | Read the *direction and size of the change*, not just the absolute score. A drop greater than 5 points trips the alert. A small, single-survey wobble on low response volume is noise; a multi-point fall on healthy volume is real. | | **Currency** | percent | | **Time window** | `7D vsP` | | **Alert trigger** | `drop >5pts` | | **Sentiment key** | `csat` | | **Roles** | owner, operations | ## Calculation Vortex IQ pulls conversations rated in the trailing 7 days from the Intercom `conversations` endpoint, reading each `conversation_rating` value. CSAT is computed as positive ratings ÷ total ratings × 100 (Intercom's rating scale tops out at the happiest face; "positive" is typically the top one or two points, per your profile setting). The same calculation runs over the prior 7-day window, and the card reports the current CSAT plus the percentage-point delta. A delta below −5 points trips the alert. Because the metric is sensitive to response volume, the card also carries the rating count so you can judge whether a move is statistically meaningful. ## Worked example *A representative reading of **CSAT Drop Alert** for Blitz.* In the prior 7 days Blitz scored `92%` CSAT across 140 ratings. In the latest 7 days it scores `84%` across 155 ratings — an 8-point drop on healthy volume, so the alert fires. The support lead segments the negative ratings and finds they cluster around one product line (a running shoe with a sizing-guide error) and around conversations handled late in the evening. She fixes the sizing guide, adds a canned macro that sets expectations on fit, and adjusts evening cover. The next 7-day window recovers to `90%`. To trace *which* conversations and agents drove the drop, she opens Vortex Mind; to ask "show me every negative-rated conversation tagged sizing this week" she uses Ask Viq. ## Sibling cards merchants should reference together | Card | Why merchants reach for it | | -------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------- | | [`ic_csat`](/nerve-centre/kpi-cards/intercom/csat) | The headline CSAT figure this alert monitors — the current standing without the period comparison. | | [`ic_csat_trend`](/nerve-centre/kpi-cards/intercom/csat-trend) | The trend line behind the alert — confirm whether a drop is a blip or a sustained slide. | | [`ic_negative_rated_conversations`](/nerve-centre/kpi-cards/intercom/negative-rated-conversations) | The actual conversations dragging the score down — your action list when the alert fires. | | [`ic_csat_by_agent`](/nerve-centre/kpi-cards/intercom/csat-by-agent) | Pinpoints whether a drop is concentrated on one agent or spread across the team. | | [`ic_rating_response_rate`](/nerve-centre/kpi-cards/intercom/rating-response-rate) | Tells you if the score moved on real volume or a thin sample — essential context before reacting. | ## Reconciling against the vendor's own dashboard **Where to look in Intercom's own dashboard:** In Intercom, open **Reports → Customer satisfaction** (the CSAT report). It shows your satisfaction score over a chosen range, the rating distribution, and breakdowns by agent and team. Set the range to the last 7 days and compare with the prior 7 to reproduce the period-over-period change this card flags. The negative-rating breakdown there is the same population the Negative-Rated Conversations sibling lists. **Why the Vortex IQ value may legitimately differ:** | Reason | Direction | What to do | | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------- | -------------------------------------------------------------- | | **Positive-rating definition.** Vortex IQ counts the top of the rating scale as positive; if your profile counts the top two faces (or vice versa) differently from Intercom's report setting, the percentages diverge. | Variable | Confirm which rating values count as positive in both systems. | | **Rating-date basis.** Vortex IQ buckets by when the *rating* was given; Intercom can bucket by conversation creation or close date. | Variable | Match the date basis (rating date vs conversation date). | | **Low response volume.** With few ratings, one survey swings the percentage hard; the two systems may sample slightly different windows. | Magnified at low volume | Check the rating count before treating a divergence as real. | | **Time zone / window edges.** A 7-day window starting at a different hour captures different ratings at the boundary. | Marginal | Align the reporting time zone and window start. | **Cross-connector reconciliation:** a CSAT drop concentrated on a product cohort often ties back to commerce signals (out-of-stock, delivery delays) — cross-reference the out-of-stock complaints card. For divergence investigations, use Vortex Mind. ## Known limitations / merchant FAQs **Q: How often does CSAT Drop Alert update?** The 7-day windows refresh on the standard data refresh (typically every 30–60 minutes). New ratings flow in continuously, so the score moves as customers respond to survey prompts. **Q: Why does my Intercom CSAT report show a different score?** The usual reasons are a different definition of "positive" rating, a different date basis (rating date vs conversation close date), and low response volume making both samples swing. Set Intercom's CSAT report to the same 7-day windows and confirm the positive-rating definition matches. **Q: The alert fired but only a handful of people rated — is it real?** Be cautious. On low volume, a single negative rating can move the score several points. Check the rating count (and the Rating Response Rate sibling) before acting; a drop on a thin sample warrants watching, not a fire drill. **Q: Can I change the 5-point drop threshold?** Yes. The `drop >5pts` trigger is configurable per profile in the Sensitivity tab — tighten it for a high-volume desk where small moves are meaningful, or loosen it for a low-volume queue where the score is naturally jumpy. *** ### Tracked live in Vortex IQ Nerve Centre *CSAT Drop Alert* is one of hundreds of KPI pulses Vortex IQ tracks across Intercom and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.