Need Build CSAT Score Based on responses

[sivananda80]

Hi Team,

I have designed a CSAT survey with three sections and included different types of questions. Based on user responses, I need to calculate scores and build reports that show individual user responses for each section.

Score Calculation Logic

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1. Overall Satisfaction

• How satisfied are you? → Scored from 0 to 100
  (Numeric question: if the user selects 1, assign 20; if the user selects 5, assign 100)

• Likelihood to use again → Scored from 0 to 100
  (Numeric question: if the user selects 1, assign 20; if the user selects 5, assign 100)

• Recommend to others (0–10 scale) → Multiply by 10 to scale to 0–100

• Overall Satisfaction Score = Average of the above three scores

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2. Process & Timeliness

• Completed on time? → Yes = 100, No = 0

• Ease of submission and tracking → Scored from 0 to 100

• Timely updates provided? → Yes = 100, No = 0

• Process & Timeliness Score = Average of the above three scores

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3. Communication & Support

• Clarity of information provided? → Yes = 100, No = 0

• Quality of support interactions → Scored from 0 to 100
  (Numeric question: if the user selects 1, assign 20; if the user selects 5, assign 100)

• Communication & Support Score = Average of the above two scores

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Final CSAT Score

The Total CSAT Score is calculated as the average of:

• Overall Satisfaction Score

• Process & Timeliness Score

• Communication & Support Score
  
  Is it possible to build a report based on individual user responses and calculate the average score for each section of an individual CSAT survey?
  
  thank you in adanvance
  Thank you
  Sivananda Reddy

[Jennifer Metz]

Hello @sivananda80,

Yes, you should be able to build a report based on this information. This is where survey responses and results are stored. This is how you aggregate a report on averages.

As long as you have these in categories, then it should work like you want. I created a sample report with similar conditions. The categories will need to be dot walked to from metric, in case you are looking for it.

 

 

 

 

 

You also can do this directly from the table if you want to create a data visualization and add to a dashboard.

 

 

 

I hope this helps!