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.
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
Updated on: 16/07/2026
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