How is CSAT calculated?
CSAT is calculated with the following equation:
(Total Number of Satisfied Responses / Total Number of Responses) x 100 = Your CSAT Score
Lets break that down piece by piece:
- Total number of satisfied responses: Any response where the score was a 4 or a 5
- Total number of responses: Your overall number of responses
- “x 100”: We multiply the result from the division equation to get a whole number
As an example, lets imagine we received the following responses:
- 5 score: 42 responses
- 4 score: 32 responses
- 3 score: 10 responses
- 2 score: 9 responses
- 1 score: 14 responses
The above gives us a total of 74 satisfied responses and 107 overall responses. Plugging that into the equation:
(74 / 107) x 100 = 69.16
Note, CSAT always rounds to a whole number. As a result, our CSAT for the above batch of responses would 69.