How to calculate CSAT Reponse rate?

ahamad · ‎01-31-2016

Hi All,

I would you like to create a report for CSAT Response rate means How many customers participated in Survey/ Total no,of surveys sent . Would you please help me to create this report . Thank you.

BrianD502676804 · ‎01-31-2016

Hi Ahamad,

You can create a report on the Survey Instance table [asmt_assessment_instance] and have it group by state. Compare the number for "Completed" vs. the total for all the states.

Ex.

Or you could create a new Gauge for use on dashboards:

If you wanted to actually generate a number (e.g., 80%), then you might have to setup an indicator with Performance Analytics (extra plug-in), or write script using GlideAggregate to compile the numbers and send them to you periodically.

See if any of that's what you're looking for:

-Brian