If you're using the Customer Satisfaction score question type, you'll have the option to choose your score calculation method when you configure the question within your survey.
The calculation you choose on the question will determine how your Customer Satisfaction (CSAT) score is calculated within SmartSurvey for the question. Your results summary, dashboards, exports and data shared via integrations and the API will use this calculation.
You can change the calculation on the question if required. Your calculated CSAT will update across all touchpoints mentioned above.
Calculation Options
Option A — Aggregated Average (Default)
We calculate satisfaction by assigning each answer a score (e.g. 0, 1, 2), adding them all up, and dividing by the maximum possible score. This gives an overall percentage based on how positively people responded on average.
Option B — Satisfied Responses
We calculate satisfaction by asking: what % of people were truly satisfied? Depending on the number of answer choices you have select, the calculation will automatically select the “satisfied” options (e.g. a 5 scale answer would be based on the Satisfied and Very Satisfied answer choices), and we report the percentage of respondents who selected one of those.