How To calculate CSAT score in servicenow

[now_dev]

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

[Ashish Nahar]

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.

[Ashoka1]

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

[glmarshall]

Question to add - does it need a formula to get back a score? 

[Novira Sundberg]

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!