Responses to Electric's Customer Satisfaction (CSAT) surveys are used to calculate a Net CSAT Score, which is made visible in Turbine to users with Super Admin or Admin permissions on the Requests Data dashboard.
The CSAT score is calculated by subtracting Percent Negative Reviews from Percent Positive Reviews. When calculating the Net CSAT Score, neutral responses and unanswered CSAT surveys are not accounted for. To see examples of how this is calculated, expand the headers below.
Net CSAT Score Calculation Example A
Net CSAT Score Calculation Example A
In one day, there were 100 CSAT Survey Responses. 75 positive responses, 10 neutral responses, and 15 negative responses.
Positives: 75/100 = 75%
Neutrals: 10/100 = 10%
Negatives: 15/100 = 15%
Net Score: 60% (75% - 15% = 60%)
The Net CSAT for this example would appear in Turbine as 60%.
Net CSAT Score Calculation Example B
Net CSAT Score Calculation Example B
In one day, there were 150 CSAT Survey Responses. 120 positive responses, 21 neutral responses, and 9 negative responses.
Positives: 120/150 = 80%
Neutrals: 21/150 = 14%
Negatives: 9/150 = 6%
Net Score: 74% (80% - 6% = 74%)
The Net CSAT for this example would appear in Turbine as 74%.