CSAT Score
Use cases:
To view overall CSAT score:
- Go to Reports on the left sidebar.
- Click on Summary of Responses.
- Navigate to Overall CSAT Score.
To view the CSAT score for a particular question:
In the Summary of Responses, navigate to the question and click Customize.
Select a chart under Show chart.
On the right side, click the dropdown next to Metrics.
Select CSAT Score.
Click Save.
Note: You can also view the CSAT score for a particular question by clicking Trend Report on the left sidebar and selecting the required time frame.To view the CSAT score in Individual Responses:
Go to Reports on the left pane.
Click on Individual Responses.
In the list of individual response parameters, navigate to CSAT Score.
CSAT scores are calculated using the formula:
CSAT = [Number of positive choices chosen / Number of responses (Excluding NA)] * 100
NoteThe designation of choices as 'positive' varies depending on the specific scale chosen. For an NPS (Net Promoter Score) question, the scale typically ranges from 0 to 10, offering 11 options. However, among these, only the responses of 9 and 10 are deemed 'positive' and contribute to the overall CSAT score.
Question type | Number of choices | Ratings considered positive |
Rating Scale (Likert Rating), Star Rating, Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating | 3 | 3 |
Rating Scale (Likert Rating), Star Rating, Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating | 4 | 3, 4 |
Rating Scale (Likert Rating), Star Rating,Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating | 5 | 4, 5 |
Rating Scale (Likert Rating), Star Rating,Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating | 6 | 4, 5, 6 |
Rating Scale (Likert Rating), Star Rating,Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating | 7 | 5, 6, 7 |
Rating Scale (Likert Rating), Star Rating, Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating | 8 | 5, 6, 7, 8 |
Rating Scale (Likert Rating), Star Rating,Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating | 9 | 5, 6, 7, 8, 9 |
Rating Scale (Likert Rating), Star Rating, Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating | 10 | 6, 7, 8, 9, 10 |
Rating Scale (Likert Rating), Matrix Rating Scale (Matrix Likert Rating) | 11 | 6, 7, 8, 9, 10, 11 |
NPS | 11 | 9, 10 |
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