Need Build CSAT Score Based on responses
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6 hours ago
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
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
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
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
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
