Zendesk CSAT Calculation Formula Explained
Learn how to calculate CSAT in Zendesk using the formula: good satisfaction tickets divided by rated satisfaction tickets.
What is the formula for calculating CSAT in Zendesk?
The formula for calculating CSAT in Zendesk is straightforward: it's the count of good satisfaction tickets divided by the count of rated satisfaction tickets.
For example, if an agent receives 100 rated tickets, with 99 rated as good and 1 rated as bad, the CSAT score would be 99/100, resulting in a 99% satisfaction score for that period. This formula helps you understand the percentage of positive feedback received from customers.
More related questions
Why does my Zendesk satisfaction survey response rate always show 100%?
If your Zendesk satisfaction survey response rate is always showing 100%, it might be due to a missing action in your business rule. When satisfaction ratings are first enabled, a default automation tracks the event of the survey being sent. If…
How can I fix the 100% response rate issue in Zendesk surveys?
To fix the 100% response rate issue in Zendesk surveys, you need to adjust your business rule settings. The problem arises when the action that records the survey being sent is missing from your business rule. This action is part of the default…
How does removing an action affect Zendesk survey response rates?
Removing an action from your business rule can cause Zendesk survey response rates to inaccurately show 100%. The default automation for satisfaction ratings includes an event that tracks when a survey is sent. If this action is removed or not…
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