# Connect support cases report FAQ

Stripe provides platforms with a view of support cases opened by their connected accounts.
### How do I read the report?
Stripe provides several metrics to understand your support cases data:
* **Support Efficiency:** How quickly and effectively Stripe is responding to and resolving support inquiries.
  * Account support volume: Number of new cases opened by your connected accounts.
  * Resolution time: Average time to solve new cases, based on case creation date.
  * First response time: Average time for Stripe to respond to a newly opened case.
* **User Satisfaction:** How satisfied your users are with the support they receive from Stripe.
  * CSAT: Customer satisfaction with support experience based on responses to an emailed survey.
* **High-Value User Support:** Visibility into the support experience of your top-grossing users.
  * Accounts with highest support volume: Cases created by accounts in the selected quarter sorted by volume.
  * Top grossing accounts support volume: Cases created in the selected quarter sorted by account’s gross revenue.
### How frequently is this report updated?
The data is updated once a day. Hover over the tooltip next to each graph to see when it was updated last.
### I see very low account support volume. Is the data accurate?
If you observe a consistently low case volume, it could be a positive sign of a smooth user experience. It may also indicate users are finding answers using available self-help options.
### I see high support volume. Is the data accurate?
A high volume of support cases indicates that users are reaching out to Stripe often. This could be for many reasons and we strongly recommend that you read through the cases and see if you can identify ways to address them (for example, updating guidelines or linking to more Stripe resources) to help prevent cases from being created.
### Why are the CSAT scores low?
This may happen because the survey is sampled and not every user that receives the survey fills it out. CSAT also reflects the user’s happiness with the way the case was handled and the outcome of the case. You can learn more by cross-referencing the CSAT with the content of the case to see if the data is still concerning and can be improved.
### Why don’t I see any CSAT data?
This may happen because the survey is sampled and not every user that receives the survey fills it out. If there's not enough survey responses, the insight graph won't render.
### How can I understand my users’ pain points?
Click on the available graphs to see the case list. Review the cases to get more insights and understand user sentiment, then scope improvements to enhance experience.
### Do first response time and resolution time impact CSAT?
There may be a mild correlation. First response time and resolution time is impacted due to factors like case complexity, risk reviews, internal checks, or the channel on which the case is being handled. However, getting your users an accurate high-quality response is Stripe’s first responsibility.
### How do I see the sentiment of my top grossing accounts?
The **Top grossing accounts support volume** graph shows the health of these accounts. This graph shows how many cases your top grossing users have created over one quarter. A high case volume indicates that an account is struggling with some aspect of their business and you may be able to  proactively resolve issues for them.