CSAT Calculation Based on Average 1-5 Scale | Community
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CSAT Calculation Based on Average 1-5 Scale

Related products:Reporting
  • April 29, 2026
  • 2 replies
  • 99 views
A

We calculate our CSAT based on average 1-5 scale, not as a percentage of positive ratings, and I would want this to be an option inside Intercom without the need to exporting data every x amount of time.  For example, if an agent receives four 5-stars and one 1-star, I want the csat calculation to be = (4*5 + 1) / 5 = 4.2.

2 replies

A

I currently export the data from the Dataset Export section in reporting and manually feed a Google Sheet to calculate what I need. However, I like the idea of automating this. How can I do this with the API? Can I just somehow have a Google Sheet being fed automatically every day? I’m not a developer and have very little knowledge about API usage, but I can give it a try.

Aleksei O
Super User ✨
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  • Aleksei O
  • Super User
  • May 17, 2026

Hi ​@André González 👋 I think I’ve seen this question in the community quite a few times, so hopefully Intercom will eventually come up with some QoL improvements for its CSAT, but it’s worth noting that there are several other CSAT tools, which can be customised much more than the Intercom own one. I used SimpleSAT, and it worked just fine!  

Book a free call with me here: https://cal.com/alexeyox/30min
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