CSAT Score

[FareezaThasM]

Hi,

I need to create a report that display CSAT score segmented by:

Overall CSAT Score, CSAT Score by Service & by Team, help me in understanding and making the report based on this requirement

[Abbas_5]

Hello @FareezaThasM,

Please refer to the below steps:

To create a ServiceNow report displaying segmented CSAT scores by overall, service, and team, you need to navigate to the "Reporting" section within ServiceNow, build a new report, and configure the following elements:

1. Data Source:

• Select the relevant CSAT survey table: Access the table within ServiceNow where your customer satisfaction survey data is stored, which likely includes fields like "CSAT Score," "Service Category," and "Assigned Team." 

2. Report Columns:

• "CSAT Score":

  Add the field representing the customer satisfaction score from your survey. 
• "Service Category":

  Include the field that categorizes the service type associated with the CSAT response. 
• "Assigned Team":

  Add the field identifying the team responsible for the service interaction. 

3. Group By:

• "Overall":

  To view the overall CSAT score without segmentation, simply group by "CSAT Score" alone. 
• "Service":

  To see CSAT scores segmented by service category, group by "Service Category". 
• "Team":

  To analyze CSAT scores based on the assigned team, group by "Assigned Team". 

4. Visualizations:

• Bar Chart:

  Use a bar chart to visually compare CSAT scores across different service categories or teams.
• Table:

  A table format can provide detailed numerical data for each service and team breakdown. 

Example Report Structure:

• Section 1: Overall CSAT Score:
  • Display a single bar representing the average CSAT score across all interactions. 
• Section 2: CSAT by Service:
  • Bar chart, where each bar represents a different service category with the corresponding average CSAT score for that service. 
• Section 3: CSAT by Team:
  • Bar chart showing the average CSAT score for each assigned team. 

Key Considerations:

• Filter Options:

  Add filters to narrow down the report data by specific timeframes, customer segments, or service types. 
• Custom Calculations:

  If necessary, create custom calculations to calculate percentages or other relevant metrics from the CSAT scores. 
• Data Integrity:

  Ensure your CSAT survey data is accurately mapped to the relevant fields in ServiceNow to generate meaningful reports

  or

  Please refer to the below link:

  https://www.servicenow.com/community/itsm-blog/3-ways-to-easily-report-on-survey-results/ba-p/229402...

  
  If it is helpful, please mark it as helpful and accept the correct solution. In the future, it might be helpful for someone to refer to this solution.

  Thanks & Regards,

  Abbas Shaik