After adding a customer satisfaction (CSAT) survey to your Trengo account, and then viewing the results in the CSAT report, you might wonder how we calculate the metrics shown there. In this article, we’ll tell you everything about how we measure and calculate the outcomes of your CSAT report.

Calculating CSAT score

Below, you’ll find how we measure and calculate your CSAT results in Trengo.

🔘 CSAT score: Is (Average - 1)/(4*100)
🔘 Positive responses: Ratings ‘5’, (😄’), 👍
🔘 Positive responses: Ratings ‘4’, (🙂’)
🔘 Neutral responses: Rating ‘3’, (😐)
🔘 Negative responses: Ratings ‘2’, (🙁)
🔘 Negative responses: Ratings ‘1’, (😔), 👎

Calculating CSAT response rate

The response rate to your CSAT survey shows as a percentage and refers to the number of surveys send and responses received in the same timeframe.

When a CSAT survey is sent outside the time window, and a response is received inside the time window, it’s not counted. The same goes for CSAT surveys sent within the time window but with responses received outside the time window.

In the example below, the response rate is 33%. CSAT Survey ‘A’ is not counted, as it’s sent outside the time window. From the three surveys sent, only survey ‘B’ received a response within the time window, which resulted in a 1/3 response rate.

AI CSAT conversion explained

Customers leaving a CSAT rating can either select a button or simply write a message about their experience. When a message is left, AI CSAT reads it and determines which rating best matches the sentiment. If it’s unsure, it will gently ask the customer to share a bit more, always keeping the conversation natural and friendly.

Whether your survey uses a 1–5 emoji scale or a simple 👍/👎, AI CSAT interprets the feedback and assigns the most accurate rating, helping you gather meaningful insights without any extra steps for your customers.