Plenty of 1-star ratings aren't about the agent. In B2C it's the late package, the broken zipper, the price change; in B2B it's the product limitation the agent had no way to fix. When all of it lands on one score, your team takes the blame for problems it doesn't own, and the real issue never reaches the team that does. Simplesat separates the cause from the score so both get handled.

How it works in Simplesat

1. Ask what the rating was about

Add a multiple-choice follow-up after the rating: support experience, product, shipping, or policy. One extra click for the customer, a clean cause for you.

2. Let Topics catch what the question misses

AI topic and sentiment analysis tags the open-text comments too, in whatever language the customer writes, so "arrived two weeks late" gets classified even when nobody picked a category.

3. Route each cause to its owner

Shipping issues flow to your ops queue, product themes to the product team, and agent-experience feedback to the coaching workflow, using rules on the tags and topics.

4. Filter agent scores to what agents control

Exclude product and shipping causes from agent leaderboards and coaching views, so the score a manager sees, and an agent is judged on, reflects the conversation, not the courier.

5. Report the whole picture honestly

Product and shipping sentiment get reported on their own lines, so leadership sees the real driver of unhappiness instead of a support team told to do better.

What you can do

• Multiple-choice cause question, mapped to sentiment
• AI topic and sentiment tagging on comments, in any language
• Tag- and topic-based filters on leaderboards, reports, and views
• Fix misattributed responses, with a full audit history of every change
• Route by cause to queues, channels, and follow-up tickets
• The accuracy of the split depends on your follow-up question and topic setup; Simplesat routes and filters what you classify