CSAT Average

Officially Answered

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Amber Henderson

• June 30, 2022 16:50
• Edited

We would like to have the average of ALL surveys to be reflected in CSAT. Currently, the CSAT percentage reflects the "Great" or best surveys only, followed by the 3 ratings percentages. This is misleading, because not one person I have showed the report to thought that specific stat was anything other than the average. IF the stats for best of the three surveys are the exact same as the CSAT%, why show that information twice?

1

• Official comment

  

  Francesca Roig

  • October 24, 2024 17:12

  Hey there!!
  
  Our CSAT score is not really just the percentage of great ratings. We work with a special formula that actually enhances the weight of negative feedback more than an average would. Here's how it works:
  
  CSAT = (% "Good" ratings) - (% "Bad" ratings)

  
  "Ok" ratings are considered neutral, therefore they are not taken into consideration when calculating CSAT%.
  
  We chose to use a framework similar to the Net Promoter framework (NPS=% promoters - % detractors), as it is a consistent method widely adopted by businesses to calculate customer satisfaction through different tools. Because it is adopted across the board in different fields, it is easy to adapt to, and it provides ample opportunities for benchmarking and consistency of data.

  It is also a much more accurate representation of service levels, as it puts more weight on both positive and negative responses.

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• 

  Thiago Basso

  • July 01, 2022 12:53

  Hi Amber! Thanks for sharing your suggestion.

   

  Could you please describe how you would like the calculation of the CSAT to be?

   

  Thanks in advance.

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• 

  Amber Henderson

  • July 01, 2022 13:39

  Would like the average of all three ratings: "Great", "OK", and "Bad". 

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