Read the ratings customers give your web chat

When a conversation on your website chat is closed, the chat asks your customer to rate it — one to five stars, with a comment if they'd like to add one.

How it works

• When it appears — as soon as you close or resolve the conversation, while the customer still has your chat open. There's nothing to turn on.
• What they're asked — Rate this chat, then an optional comment. A lower rating asks "What could we have done better?"; a higher one asks "Anything you'd like to add?"
• One rating per chat — once they've rated, they see Thanks for your feedback and can't rate that conversation again.

This is separate from a feedback form you send. A feedback request is a form you choose, sent as a link after a visit, an order or a conversation — see Collect customer feedback. The web chat rating is built into the chat itself.

Read the ratings

Ratings arrive in Feedback with the conversation they came from, alongside your other responses. A low rating is flagged so someone can follow up — open the response to see the comment and go to the conversation.

When there's no rating

The conversation is still open. Customers are only asked once you close or resolve it.

The customer didn't rate it. Rating is optional, and a customer who has already left your website won't see the request.

The rating didn't reach Qcom. If a customer's connection drops as they send it, they still see the thank-you, but the rating may not be saved. There's nothing to fix in your settings; the next customer's rating will arrive as normal.

To act on what customers tell you, see Review and moderate feedback responses.