Skip to main content
Question

How is the Customer Satisfaction metric calculated?

  • September 15, 2022
  • 1 reply
  • 94 views

How is the Customer Satisfaction metric calculated?
Did this topic help you find an answer to your question?

1 reply

Forum|alt.badge.img+5
  • Employee
  • 250 replies
  • September 15, 2022

Hey @lisa b13​ 👋

 

Customer Satisfaction is a calculate metric defined as the number of positive ratings divided by the total number of all ratings x 100. This means that if you break down that metric by conversation ratings, all positive ratings will be 100% (if there are any positive ratings within that time period) and all neutral and negative ratings will always be 0%. For example, if my CSAT is 80%, that could mean 8 out of 10 of my conversations were rated 🤩 or 😀. If I want to see the CSAT of 😐 🙁 😡 it will always be 0 out of 10, because none of those ratings are positive.

 


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings