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Customer Satisfaction Surveys
Sonika Mehta avatar
Written by Sonika Mehta
Updated over a week ago

Customer Satisfaction Score (CSAT) is one of the customer satisfaction survey methodologies which is used to measure customer satisfaction in a business, purchase, or interaction. This makes it easier to find business flaws and improve the customer experience. The score in this methodology can be customized as per an individual company standards and is calculated on 5,10 & 100 rating scales. The three parameters in CSAT score are :-

  • Negative

  • Neutral

  • Positive 

The above three parameters score can be defined on a 5/10/100 scale rating given in the system. Below is an example on a 10 pointer scale :- 

For Negative rating - Keep the score greater than or equal to 0 and less than 5.

For Neutral rating - Keep the score greater than 5 and less than or equal to 8.

For Positive rating - Keep the score greater than 8 and less than or equal to 10.


Below are the steps to set up the CSAT score in the system :-

  1. Go to the survey editor and click on the settings on top left and side.

  2. After clicking on the settings, you find a dialogue box with a rating option in it. Under that you will find a slider.

  3. Select the given rating options to select 5 or 10 or 100 scale. 

  4. Adjust the slider to rate the negative, neutral and positive rating as per your company standards.

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