Your SmileBack Dashboard is the best place to get a quick overview of your CSAT performance. In this article we will break down each component so that you can quickly understand the information and how it is presented.
Net CSAT Score
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
You can read more about your Net CSAT Score here: How Net CSAT Score is calculated
The reviews in your dashboard are the ones you received across all board in the past 30 days. If you want to change the time period or zoom into specific reviews, head to the "reviews" tab.
When your client opens your email containing the survey, we track that the images (your logo and the three faces) have been downloaded. We record this person has "seen" our survey. When the images aren't downloaded, we are only able to infer that the survey has been seen if the recipient clicks one of the smiley face images to provide feedback.
Response rate, is therefore, an approximation of how often your recipients see our smiley face survey, expressed as a percentage, and is calculated like this:
# of CSAT Reviews Received / # of Surveys Seen = Response Rate %
You can also read more on how to increase your response rate here: Getting more reviews