Skip to main content
Answered

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

  • December 2, 2021
  • 3 replies
  • 289 views

  • New Participant
  • 1 reply

In my research, I've found 2 ways to calculate this.

 

Thanks!

 

Example 1:

CSAT (%) = (total responses given / total possible response scores) * 100

Example 2:

CSAT (%) = (# of very dissatisfied * 1) + (# of dissatisfied * 0.75) + (# of neutral * 0.5) + (# of satisfied * 0.75) + (# of very satisfied * 1) / (total responses)

 

 

Best answer by Lisa B11

Hey @tim w​ 👋

 

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

View original
Did this topic help you find an answer to your question?

3 replies

Forum|alt.badge.img+5
  • Employee
  • 250 replies
  • Answer
  • December 6, 2021

Hey @tim w​ 👋

 

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


  • Author
  • New Participant
  • 1 reply
  • December 6, 2021

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


  • New Participant
  • 1 reply
  • October 31, 2022

This is old topic, but now after some research and tests I have found that CSAT is not really awarding. Intercom calculate as sum of two good ones divided sum of rated * 100. So, neutral is counted as Bad rating? Am I right?

The example 2, that's my favorite, there is used weights. Is there any way to add that kind of formula in custom report?

Any advice would be great.


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