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’ (😄) and ‘4’ (🙂)
🔘 Neutral responses: Rating ‘3’ (😐)
🔘 Negative responses: Ratings ‘2’ (🙁) and ‘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.