CSAT Calculation Logic

Imran Razack · November 2022

Hi Team,

How do you measure CSAT in your organisation ?

Any specific formula ?

Thanks

Imran Razack

Carlos Alves · November 2022

Hello @imrazack , I used two based on the Likert scale:

In support, per ticket: mark 1-5 based on the quality of the service. We've got up to 15% of response rate.
Executive form: mark 1-5 based on specific criteria we wanted to evaluate.

A tip: always try to keep the survey short.

These TSIA blog entries may help you as well:

Imran Razack · November 2022

Thanks Carlos , is the top2box methodology a 5 point scale or could it also be a 10 point scale ?

And is there any industry standard score of CSAT target ?

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