The CSAT score is calculated by adding up all the positive ratings received divided by the total of feedback responses. 

CSAT Score = (% of positive ratings received) / (# of feedback received)

Example:

8 positives / 10 feedback received = 80%

7 positives / 10 feedback received = 70%

Sentiment mapping

The positive / neutral / negative  sentiment system is still used for 4 and 5-scale CSAT surveys. 

4-scale:

  • 1/4  - Negative 
  • 2/4  - Neutral 
  • 3/4  - Positive 
  • 4/4  - Positive 

5-scale:

  • 1/5  - Negative
  • 2/5  - Negative
  • 3/5  - Neutral
  • 4/5  - Positive
  • 5/5  - Positive

See also:

📖 Rating scales for CSAT questions
📖 What is NPS (Net Promoter Score)?

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