In my research, I've found 2 ways to calculate this. Thanks! Example 1:CSAT (%) = (total responses given / total possible response scores) * 100Example 2:CSAT (%) = (# of very dissatisfied * 1) + (# of dissatisfied * 0.75) + (# of neutral * 0.5) + (# of satisfied * 0.75) + (# of very satisfied * 1) / (total responses)

Hey @tim w👋 This is the number of 🤩 & 😃 ratings divided by the total number of ratings received. 🤩 & 😃 are both 100%. Hope this helps 🙌

Thank you, Lisa. Exactly what I was looking for!

Can anyone tell me the formula that Intercom uses to calculate CSAT?

Can anyone tell me the formula that Intercom uses to calculate CSAT? | Community