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The Customer Satisfaction Score allows us to know, through a score, the degree of customer satisfaction with the experience.
It can be filtered by timeframe, platform and channel (bot or operators).
In the examples we will see, all platforms and channels in the last 6 months are shown.
CSAT Score
The C-SAT score is calculated by dividing the different variables by the total number of answers.
C-SAT references by type:
Q1: 1 point answers.
Q2: 2 point answers.
Q3: 3 point answers.
Q4: 4-point answers.
Q5: 5-point answers.
Then each group of variables is broken down into graphs for later analysis 👇
C-SAT TOPBOX
The C-SAT TOPBOX score is calculated by dividing by Q5 over the total number of responses.
C-SAT TOP2BOX
The C-SAT TOP2BOX score is calculated by dividing Q4 + Q5 on the total number of answers.
C-SAT BOTTOMBOX
The C-SAT BOTTOMBOX score is calculated by dividing Q1 + Q2 on the total number of answers.
CSAT Answers in Quantity by Type
Number of answers by score.