How is the Customer Satisfaction metric calculated?

Question

Lisa B11 · Answer

Hey @lisa b13​&#128075; 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 byconversation 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 &#129321; or &#128512;. If I want to see the CSAT of &#128528; &#128577; &#128545; it will always be 0 out of 10, because none of those ratings are positive.

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded