Scores are calculated using the CSAT (Customer Satisfaction) score methodology. This article explains how the CSAT method works and how it helps you understand community sentiment.
What is CSAT?
CSAT stands for Customer Satisfaction and is a straightforward metric that measures how satisfied customers are with a specific service or product. Respondents are asked to rate their satisfaction on a scale, typically ranging from 1 to 5, where higher numbers indicate greater satisfaction. CSAT converts the ratings into a score.
How is the CSAT Score Calculated?
The score is calculated by taking the percentage of respondents who rated their satisfaction as positive, dividing it by the total number of responses, and multiplying by 100. For example, on a 5-point scale, this includes those who rated their experience as highly or very highly satisfied (4 or 5 on the scale). The formula is:
The resulting percentage is displayed as a “Positive” score on your Experience Surveys dashboard, representing your positive score for a specific CX aspect.
How do I know which choices on a scale question are calculated as “positive”?
The number of choices considered “positive” for a scale question depends on the number of total choices for that specific question. The table below outlines the ratio:
| Number of choices in the scale question | The choices that will be considered "positive” |
| 2 | 2 |
| 3 | 3 |
| 4 | 3,4 |
| 5 | 4,5 |
| 6 | 4,5,6 |
| 7 | 5,6,7 |
| 8 | 6,7,8 |
For example, the question “How satisfied are you with the time it took us to resolve your request?” has 4 response choices: from 1 - “Not satisfied at all” to 4- “Very satisfied”, thus choices 3 and 4 (the top 2 choices) will be considered as “positive”.
Understanding Your Dashboard
Your Experience Surveys dashboard presents the CSAT score as a “Positive” score, giving you a clear view of customer satisfaction levels for various service aspects in your survey. Each aspect score reflects a score for a specific question or an average score for a combination of questions, each associated with the relevant aspect (as shown above). This allows you to track trends over time and make data-driven decisions to enhance community satisfaction.
Comments
0 comments
Article is closed for comments.