Customer Satisfaction (CSAT) - CX

It focuses on a specific interaction and not on wider relationship with the company (NPS measures this).

• Scale:
  • 3 point scale (1-3)
  • 5 point scale (1-5)
  • 6 point scale (1-6)
  • 7 point scale (1-7)
  • 10 point scale (1-10)
• Smiley Type:
  • 1-3 Smiley
  • 1-5 Smiley
• Star Rating Type:
  • 1-3 Stars
  • 1-5 Stars

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.

• Login to CX.
• Click on Create Survey button on top-right.

• Select Email Survey.

• Give a name to the Email Survey.

• Under Edit tab, go to: Add Question >> Advanced >> Customer Satisfaction

• You can change the Answer Type and Rating Scale by clicking on ‘Settings’.

• Login to CX.
• Click on Analytics.

• Click on ‘+ Add Widget’.

• Select ‘Survey’ from the widget type drop down.
• From the next dropdown, select the survey for which you want to see the CSAT widget.
• From the widgets displayed, scroll down and select the CSAT chart widget.
• From the question drop down, select the CSAT question.
• If you want to apply the filter, click on ‘Apply Filter’ toggle button. You can select the filters – Segment, Product or Product Group
• Enter the name for your Widget and click on Save.

• On the widget, the default score is ‘Top Box’.
• Click on the 'Mean CSAT' button to view the Mean CSAT score.