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