CSAT (Customer Satisfaction Score) is a key metric that measures user satisfaction. In Screeb, this score is calculated from responses to your CSAT questions added in your surveys.

For the report to be available and for the CSAT to be calculated, you must use the CSAT question type in your surveys.

Calculation Formula

CSAT = (Number of satisfied respondents / Total number of respondents) × 100

For example, if 75 users out of 100 report being satisfied, your CSAT will be 75%.

While CSAT is expressed as a percentage, Screeb also displays a 5-star rating that reflects this satisfaction calculation. This rating is computed using the same logic:

5-star rating = (Number of 4 and 5-star ratings / Total number of ratings) × 5

For example, if 75% of users gave 4 or 5 stars, the displayed rating would be 3.75/5.

How are satisfied users counted?

Since, in Screeb, the CSAT is measured on a 5-star/emoji scale, the users are categorized this way:

• Satisfied: 4 and 5 stars, or 😄 and 😍 emojis
• Not satisfied: 1, 2, and 3 stars, or 😡, 😒 and 😐 emojis

Dashboard Visualization

In your Screeb dashboard, you can:

• Track CSAT evolution over time
• Filter results by time period
• Segment data by user attributes
• Export raw data for in-depth analysis

Updated on: 15/01/2026