Rolling daily CSAT (% of conversation ratings that are positive, 4-5★) charted across 90 days so you can read direction, not just a single snapshot.
At a glance
CSAT Trend is a customer-satisfaction metric tracked from your Intercom workspace. It takes the same positive-rating percentage that the headline CSAT gauge reports and stretches it across 90 days as a line, so you and the founder can see whether Blitz shoppers are getting happier or angrier week over week — well before a single bad month shows up in a board deck. A satisfaction score is only useful in motion: one quiet week of 92% means nothing next to a four-week slide from 92% to 81%. Pair it with the siblings below to turn a moving line into a root cause.
| What it counts | The percentage of rated conversations scored positive (4 or 5 stars in Intercom’s conversation_rating object), computed per day and plotted across the window. Unrated conversations are excluded from the denominator — this is satisfaction among customers who chose to rate, not all customers. |
| Sample type | API-derived from the Intercom conversations endpoint. Each closed conversation may carry a conversation_rating with a rating (1-5), remark, and created_at; Vortex IQ buckets those by rating date and rolls them into a daily positive-share series. |
| Why it matters | A single CSAT number hides the story. The trend tells you whether a process change, a staffing gap, a shipping delay, or a product issue is steadily eroding goodwill. For Blitz — a sports retailer with seasonal demand spikes — catching a downward slope early lets you intervene before peak season amplifies it. |
| Reading the value | Read the slope, not the last dot. A flat line near your target is healthy; a sustained downslope is the signal. Overlay the alert (a >5-point week-over-week drop) and check whether the dip lines up with a volume spike, an SLA breach, or a specific agent’s coverage. |
| Currency | percent |
| Time window | 90D |
| Alert trigger | drop >5pts WoW |
| Sentiment key | csat |
| Roles | owner, operations |
Calculation
For each day in the 90-day window, Vortex IQ counts conversations whoseconversation_rating.rating is 4 or 5 (positive) and divides by all conversations rated that day (rating 1-5). The daily series is plotted as a line; the week-over-week comparison that drives the alert compares the most recent 7-day positive share against the prior 7 days. Conversations with no rating never enter the calculation — see Rating Response Rate for how much of your volume is actually being scored.
Worked example
A representative reading of CSAT Trend for Blitz across a quarter. For ten weeks the line holds between 90% and 93% — comfortably above the 70% floor. In week eleven a carrier starts missing delivery windows on football boots; shoppers open conversations taggeddelivery and where-is-my-order, and ratings on those threads come back at 2 and 3 stars. The daily line bends from 92% down to 85% over five days, and the week-over-week drop crosses the 5-point alert threshold. Because the slide is gradual, the headline CSAT gauge still reads “green-ish” at a glance — but the trend card has already flagged it. You cross-reference Top Topics (Tags), confirm delivery is spiking, and escalate to the carrier before the dip deepens into peak season. To trace the upstream cause, open Vortex Mind; to ask “which tags are dragging CSAT down this week?” in plain English, use Ask Viq.
Sibling cards merchants should reference together
| Card | Why merchants reach for it |
|---|---|
ic_csat_score | The headline gauge this line expands: the single positive-rating percentage for the current window. |
ic_csat_by_agent | When the trend dips, break it down by agent to see whether the slide is broad or concentrated on one queue. |
ic_negative_ratings | The actual 1-2★ conversations behind a falling line — read the remarks to find the cause. |
ic_alert_csat_drop | The real-time alert twin: fires the moment a >5-point drop is detected so you do not have to watch the chart. |
ic_top_tags | Correlate a CSAT slide with a rising topic (delivery, refunds, sizing) to pinpoint what changed. |
Reconciling against the vendor’s own dashboard
Where to look in Intercom’s own dashboard: In Intercom, open Reports → Customer satisfaction (or the legacy Conversation rating report). Set the date range to the last 90 days and view the satisfaction-over-time chart. The percentage there is Intercom’s “happy” share of ratings — the same positive (4-5★) numerator Vortex IQ uses. You can also spot-check individual ratings in the Inbox by filtering conversations on rating. Why the Vortex IQ value may legitimately differ:| Reason | Direction | What to do |
|---|---|---|
| Rating-date vs conversation-date bucketing. Vortex IQ buckets each rating by when it was submitted; some Intercom views bucket by when the conversation opened or closed. | Variable | Match the report’s “based on” date setting to rating submission date. |
| Positive-rating definition. Vortex IQ counts 4-5★ as positive; if your workspace uses a 3-point (good/ok/bad) scale or a custom mapping, the threshold may differ. | Variable | Confirm your rating scale and which scores count as positive. |
| Time zone. Intercom reports in the workspace time zone; Vortex IQ aligns to your merchant reporting time zone, so day boundaries can shift a rating between two days. | Marginal | Confirm time-zone match before chasing a one-day discrepancy. |
| Window edges. A rolling 90-day window and a calendar-quarter report will include slightly different conversations at the boundaries. | Marginal | Align the date range exactly. |