I want to create a CSAT and DSAT report.

[prash4]

I have a requirement where i need to create a CSAT and DSAT report where above 3 - 5 is considered as good and below 3 - 1 considered as bad on a scale of "1-5".

 so, the metric is "overall how satisfied are you with resolution provided by the agent is the question?"

5 - Very Satisfied 

4 - Satisfied

3 - Moderately satisfied 

2 - Moderately dissatisfied 

1 - Not satisfied at all

so now i want to create a report on this metric and show to client by agent i mean we have team called "Rangers"
for which agent got 5 very satisfied and 1 not satisfied like that, i tried multiple ways.

[AndersBGS]

Hi @prash4 

You can create a database view to have a clean report based on CSAT/DSAT.

[prash4]

Hi @AndersBGS 

i did not understand can you elaborate please.

Thank you

[amit_bt]

To create this report for the Rangers team, you should group your data into two main buckets: CSAT (Scores 4-5) and DSAT (Scores 1-2). Score 3 is typically treated as "Neutral" and excluded from the top-line percentage calculations to avoid diluting the results.
To calculate these metrics accurately in Excel, Google Sheets, or a BI tool, use these logic sets:
CSAT Count: COUNTIF(Range, ">=4")
DSAT Count: COUNTIF(Range, "<=2")
CSAT % Calculation: (Number of 4s & 5s) / (Total Number of Responses).
Note: Some clients prefer calculating % based only on (CSAT + DSAT) to exclude neutral bias.