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CSAT Calculation Logic

Imran Razack
Member
Hi Team,
How do you measure CSAT in your organisation ?
Any specific formula ?
Thanks
Imran Razack
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Comments
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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:
https://www.tsia.com/blog/3-steps-to-more-insightful-value-from-net-promoter-scores
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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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