Can anyone tell me the formula that Intercom uses to calculate CSAT? | Community
Skip to main content
Answered

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

  • December 2, 2021
  • 3 replies
  • 388 views
T
  • Tim W
  • 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 🙌

3 replies

L
Employee
Forum|alt.badge.img+5
  • Lisa B11Employee
  • 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 🙌

T
  • Tim W
  • Author
  • New Participant
  • 1 reply
  • December 6, 2021

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

U
  • User2394
  • 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.


Terms & ConditionsAccessibility statement