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- Score/Weigh Based Averages Calculation
- CSAT Calculation in Surview
- Calculating CSAT
- Question Types with CSAT calculation
In Surview we have two types of methods to calculate the satisfaction for the questions (and for survey)
-
- Score/Weight Averages Based Calculation
- CSAT – Columns or Options Percentages Accumulation Calculation
Score/Weigh Based Averages Calculation
In this method the surveyor can define his own custom scores or weights to question at the design time and then activate the “Satisfaction Mode” in the design survey tab to Score/Weight.
In the above screenshot the Weights for each cell are defined for Matrix Rating question and below the Score/Weight Averages mode is set as satisfaction mode for this particular question.
The result of setting up satisfaction mode will give you two calculation in Analyze tab
- An overall satisfaction will be calculated (average – sum of total satisfaction for all satisfaction enabled questions divided by active satisfaction enabled questions count) for the survey, based on satisfaction percentage calculated for each question
- An individual satisfaction will be calculated for each question based on the mode which we set for each question (mode; i.e. score/weight average or CSAT)
The overall satisfaction for the survey will be always average of all satisfactions but individual question satisfaction modes can be score/weight average or CSAT.
In the above screenshot Overall Survey Satisfaction Score is calculated, the color of the widget can be Red (percentage below or equal to 30), Yellow (percentage above 30 and less than or equal to 65) or Green (above 65%) – same color rules will be applied for individual questions bar colors.
A sample of an individual question rendering when satisfaction mode is active for the question.
In this example the main satisfaction percentage which is on the top (91.67) for this question matrix rating question also show the mode which is used to calculate the satisfaction (i.e. Score/Weighted Average)
In matrix rating scale the all statements will take part in the calculation in contract to column-based calculation where only selected cells for each row’s percentage will be accumulated.
In multiple choice question it works pretty much similarly but the scores are defined in that interface with the option.
The points which are defined for each question option are treated as score and in some contexts weight when it comes to satisfaction levels. But inherently they all are one and the same thing; you can use these words interchangeably in various situations.
In the above screenshot a multiple choice question is showing a Satisfaction Level based Weight/Score we defined for the question (the formula is keeping number of respondents in the equation as well)
So the formula for this Score/Weight satisfaction is
| Score (S) | Responses (R) | Respondents Percentage
RP = (R/TR) x 100 |
Weighted Average
WA = (RP x S)/100 |
|
|---|---|---|---|---|
| Option 1 | 25 | 5 | 33.33 | 8.33 |
| Option 2 | 50 | 5 | 33.33 | 16.67 |
| Option 3 | 100 | 5 | 33.33 | 33.33 |
| NA | 15 (Total
Respondents; TR) |
99.99 | 58.33 |
Sum of all WA will be satisfaction level for this particular question.
CSAT Calculation in Surview
CSAT stands for Customer Satisfaction and is a score that indicates how happy or satisfied a customer is with a particular product, transaction or interaction with a company. CSAT calculations in Surview is measured by one or more variation of this question that usually appears at the end of a customer feedback survey:
‘How would you rate your overall satisfaction with the [goods/service] you received?’
Sample CSAT Calculation in Matrix Rating Question Type
‘How would you rate your overall satisfaction with?’
|
Very Unsatisfied |
Unsatisfied | Neutral | Satisfied | Very Satisfied |
CSAT |
|
| Time to resolve the issue | 10 Responses | 15 Responses | 30 Responses | 44 Responses | 36 Responses | 59.25% |
| Quality of work done | 11 Responses | 12 Responses | 0 Responses | 62 Responses | 50 Responses | 82.96% |
| Maintenance team cooperation | 5 Responses | 5 Responses | 5 Responses | 90 Responses | 30 Responses | 88.88% |
Overall Question CSAT: 77.03%
Respondents use the following 1 to 5 scale for each statement:
- Very Unsatisfied
- Unsatisfied
- Neutral
- Satisfied
- Very Unsatisfied
Calculating CSAT
To do this, only responses of 4 ‘satisfied’ and 5 ‘very satisfied’ are included in the calculation, as it has been shown that using the two highest values on feedback surveys is the most accurate predictor of customer retention.
Formula:
(Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers
For Each Statement:
Statement CSAT = (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers for each statement
For Complete Question:
Question CSAT = Statement 1 CSAT + Statement 2 CSAT + Statement N CSAT / Total Statements Selected for CSAT.
The results can be averaged out to give a Composite Customer Satisfaction Score, although CSAT scores are more usually expressed as a percentage scale: 100% being total customer satisfaction, 0% total customer dissatisfaction.