Introduction

Crewhu’s CSAT score is designed to provide a balanced and realistic view of customer satisfaction. The formula considers not only positive feedback but also neutral and negative feedback to help teams better understand overall service performance.

How the CSAT Formula Works

Crewhu calculates CSAT using the following formula:

Neutral ratings are not treated as negative, but they are still included in the total number of responses. They don't subtract from your CSAT score like negative ratings do, but they still affect the percentage because they increase the total number of responses.

This helps prevent artificially inflated scores and encourages teams to continuously improve customer experiences.

Example:

If your team received 20 ratings with the following distribution:

• Positive: 16
• Neutral: 3
• Negative: 1

The calculation would be:

(16÷20 − 1÷20) × 100 = 75%

Even though the neutrals are not subtracted like the negative ones, the score is still affected because neutral responses are included in the total number of surveys.

You can view CSAT information in the Reports > CSAT Details report inside Crewhu. For more information, check our guide about it here. 

Why Using This Formula

Crewhu uses this model because it creates a more consistent and meaningful way to measure customer satisfaction. Our formula follows a structure similar to Net Promoter Score (NPS), which is widely recognized and easy to understand.

Using a consistent methodology makes it easier to compare performance over time, between teams, locations, or customers, making for better benchmarking.

Also, neutral ratings indicate that the experience was not fully positive. Including them in the total helps provide a more accurate representation of customer experience without treating them as negative feedback.

By combining CSAT results with feedback tags and survey trends, managers can identify strengths, recognize high performers, and uncover opportunities for improvement.