> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.screeb.app/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How is CSAT calculated in Screeb?

CSAT (Customer Satisfaction Score) is a key metric that measures user satisfaction on a specific interaction or feature.

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

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/f/0/83f0770297c9f000/76485b9c-2036-4a42-b36a-c5615d_gm1b2m.png)

# Survey Scale

The CSAT question in Screeb uses a 5-star / emoji scale:

| Score | Meaning |
| --- | --- |
| 1 (😡) | Very dissatisfied |
| 2 (😒) | Dissatisfied |
| 3 (😐) | Neutral |
| 4 (😄) | Satisfied |
| 5 (😍) | Very satisfied |

# Response Categories

| Category | Scores |
| --- | --- |
| Satisfied | 4 and 5 |
| Not satisfied | 1, 2 and 3 |

# Calculation Formula

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

Screeb also displays an equivalent 5-star rating, computed with the same logic:

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

# Example

| Score | Count |
| --- | --- |
| 1 | 5 |
| 2 | 10 |
| 3 | 15 |
| 4 | 40 |
| 5 | 30 |
| Total | 100 |

Satisfied responses: 40 + 30 = 70

Calculation: CSAT = (70 / 100) × 100 = **70%** (displayed as **3.5 / 5** stars)

# 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