> ## 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 Trend, Intercom > Daily positive-rating percentage from Intercom conversation_rating over a 90-day window, plotted as a line so you can see whether satisfaction is climbing or sliding. 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) > 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](/nerve-centre/kpi-cards/intercom/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 whose `conversation_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](/nerve-centre/kpi-cards/intercom/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 tagged `delivery` 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)](/nerve-centre/kpi-cards/intercom/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`](/nerve-centre/kpi-cards/intercom/csat) | The headline gauge this line expands: the single positive-rating percentage for the current window. | | [`ic_csat_by_agent`](/nerve-centre/kpi-cards/intercom/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`](/nerve-centre/kpi-cards/intercom/negative-rated-conversations) | The actual 1-2★ conversations behind a falling line — read the remarks to find the cause. | | [`ic_alert_csat_drop`](/nerve-centre/kpi-cards/intercom/csat-drop-alert) | 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`](/nerve-centre/kpi-cards/intercom/top-topics-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. | **Cross-connector reconciliation:** when CSAT slides, complement this card with [Median First-Response Time](/nerve-centre/kpi-cards/intercom/median-first-response-time) and [First-Response SLA Attainment](/nerve-centre/kpi-cards/intercom/first-response-sla-attainment) — slow replies are the most common upstream cause of falling satisfaction. For divergence investigations, use Vortex Mind. ## Known limitations / merchant FAQs **Q: How often does CSAT Trend update?** The card refreshes on the standard data refresh (typically every 30-60 minutes). Because it is derived from rated conversations, the latest day fills in as ratings arrive — customers often rate hours or days after a conversation closes, so the most recent point can keep rising for a day or two. **Q: Why does my Intercom satisfaction report show a different number?** The usual culprits are rating-date vs conversation-date bucketing, a different positive-rating threshold (3-point vs 5-point scale), and time-zone day boundaries. Match those three settings before assuming a real divergence. **Q: The line dropped but my CSAT gauge still looks fine — which is right?** Both. The gauge is a single window-wide percentage that smooths out recent movement; the trend reveals the slope inside that window. A trend that is bending down while the gauge still reads acceptable is exactly the early-warning case this card exists for. **Q: Can I customise the alert threshold?** Yes. The >5-point week-over-week drop is configurable per profile in the Sensitivity tab. If Blitz runs a noisier baseline during sale events, widen it to cut false positives. *** ### Tracked live in Vortex IQ Nerve Centre *CSAT Trend* 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.