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How to calculate CSAT survey% Messages in this topic - RSS

christopher.jones
christopher.jones
Posts: 1


3/16/2018
I'm curious whether there is a standard best practice for calculating CSAT survey percentage. Our current CSAT survey has 4 questions, and I find that about 10% of the surveys that are started are not completed through to the last question. The following are three options that I came up with to determine number of surveys taken:

1) Count every survey that is started.
2) Count every survey that is completed.
3) Sum up every question that was answered, and divide it by 4 (the number of questions). This gives a count somewhere between option 1 and 2.

I assume one of these is best practice, and we are currently using option 3.

Thanks in advance for your assistance!
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SeaHawkins
SeaHawkins
Moderator
Posts: 8


3/22/2018
SeaHawkins
SeaHawkins
Moderator
Posts: 8
I suggest one of two option:

1. Use only 1 question of the 4 to calculate CSAT

2. Decrease the survey to 1 question

I would say a "best practice" is to specifically ask the customer if they were satisfied with the level of support the agent offered. That single question should be used to calculate CSAT. Anything more than that leads to decreased response rate, or it takes the focus off of satisfaction.
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