How Net CSAT Score is calculated

The calculation

The Net CSAT Score is a single number that gives you an overall picture of how well you’re doing, based on how many positive and negative reviews you’ve received. Because it’s standardized, it’s a metric you can effectively manage against. It’s calculated like this:

Percent Positive Reviews - Percent Negative Reviews = Net CSAT Score

Example

If you are wondering why it's not just a percentage of your positive reviews, consider this example:

Two companies both receive 100 reviews. Company A receives 95 positive and 5 neutral, and Company B receives 95 positive and 5 negative. Company A's Net CSAT Score would be 95 while Company B's would be 90.

Both companies received the same number of positive reviews but clearly Company A is doing better than Company B. So the net CSAT Score is weighted to reflect the difference between neutral and negative reviews.

If you prefer a visual explanation, take a look at this example.

Using your net CSAT score

Not only is this number a way to chart your progress on a daily basis, it’s a handy benchmarking tool. In the SmileBack reviews table you can see where your Net CSAT Score stands relative to other companies using SmileBack. 

You can also track how it changes across different segments, agents, companies, and date ranges using the filtering options in your SmileBack reviews table. This allows you to monitor
when it goes up (or, gulp, down) in relation those criteria.