eCSAT: a satisfaction score on every interaction,
without sending a survey

Overview

Surveys tell you how a few customers felt weeks ago. The signal you need is in the conversations already happening: the call where the champion went quiet, the ticket thread that ended with “fine, thanks,” the Slack message that was a little too polite. eCSAT, Sonora’s estimated customer satisfaction score, reads those interactions as they come in and scores them, so a slipping relationship shows up as a trend instead of a surprise.

It runs on every account with no setup and no survey to send.

How a score is made

For each interaction, Sonora estimates how satisfied the customer would be if you’d surveyed them right after, on a scale of 0 to 10. It reads for the things that actually decide that:

• Resolution — was the problem solved, or at least moving?
• Response quality — did the reply address what the customer needed?
• Emotional trajectory — did the tone improve, worsen, or hold steady?
• Effort — how hard did the customer have to work to get help?

Every score comes with a sentiment label from very negative to very positive, up to three emotions it detected, up to three themes that drove the score, and a one- or two-sentence explanation. You never get a bare number: you see why it’s an 8.4 or a 3.1.

It reads where your customers actually talk

eCSAT scores calls and meetings (Gong, Granola), email through Gmail, Slack conversations, and support threads in Zendesk, Intercom, Plain, Pylon, and Salesforce cases. Connect a source and its interactions are scored as they sync. A single account’s score blends all of them, so the picture isn’t limited to whichever channel happens to be loudest.

Where you see it

• Every account. The customer page carries an eCSAT chart with a weekly and monthly view, plus a 90-day average in the account’s vitals. Scores are color-coded: red below 4, yellow from 4 to 6, gray from 6 to 8, and green from 8 up.
• The Customers table. An eCSAT (3m) column you can sort and filter, so “which accounts are trending down?” is one view away.
• Meetings. Filter meetings by eCSAT score to pull up the roughest calls without opening them one by one.
• Health scores and agents. eCSAT feeds health scoring, and the Bad Call template uses it to flag accounts with a call that scored below 4 in the last two weeks.
• Everywhere else you ask. Ask Kit, the Sonora MCP server, and the Sonora API all expose eCSAT, so it’s one question away in chat and one field away in your own systems.

Get started

eCSAT is on by default. Connect a source under Settings → Integrations (a call recorder, your inbox, Slack, or your help desk), then open any customer to see the eCSAT panel fill in, or add the eCSAT (3m) column to your Customers table. To act on it, add the Bad Call template from a column header’s + menu. For how it fits with the rest of Sonora’s always-on agents, see the Agents docs.