It focuses on a specific interaction and not on wider relationship with the company (NPS measures this).
1. There is ‘Customer Satisfaction’ scoring model assigned to the CSAT question.
2. It assigns the top most value as ‘Positive’ response.
Example: You add a satisfaction question of 1-10 scale. The CSAT scoring model will assign the ‘Positive’ sentiment to score 9 and 10. Suppose, there are 20 responses received for this question.
CSAT Scoring (Top Box) –
As per the above formula, the “#of Satisfied Customers” are 10 and the “#of Satisfaction survey responses” are 20. Therefore, the CSAT score is 50%.
Mean CSAT –
As per the above formula, the “Sum of all Scores” are 137 and the “#of respondents” are 20. Therefore, the Mean CSAT is 6.7 rounded off to 7.
This feature is available with the following license :