How To calculate CSAT score in servicenow
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‎01-31-2018 01:58 AM
All,
I have a requirement to calculate CSAT score for each survey and then create month wise report for it.
Can someone please guide on how to consolidate the score/response for each survey.
Thanks in advance
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Performance Analytics
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Reporting
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‎01-31-2018 02:30 AM
All the survey response are stored in table "asmt_metric_result". You can run a report on this table and come up with a report against a type of survey you have configured.
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‎07-21-2020 09:23 AM
Does this contain Incident Information as well ? I want a report to be developed which will contain the list of all such Incidents for which the Assessment was performed
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‎01-10-2024 08:23 AM
Question to add - does it need a formula to get back a score?
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‎01-15-2024 12:45 PM
For an average CSAT Score you will require to create an indicator formula (CSAT score/ total response )
To do that you need 2 other KPIs ready
1. Number of total Survey response (use Count distinct to avoid duplicate instance) using facts table "asmt_metric_result".
2. CSAT score (sum of survey score) collected on the same facts table "asmt_metric_result".
Then create your formula indicators using above KPIs.
Hope that helps!
