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What is the overall satisfaction rate (CSAT)?

The satisfaction rate is the percentage of satisfied customers. It is based on the response to the overall satisfaction question (CSAT). A customer is considered :

  • satisfied if they select :
    • a score of 9 or 10 on a scale of 10 ;
    • a score of 4 or 5 on a scale of 4 or 5 (text or icon);
    • satisfied or very satisfied on a text scale ;
  • neutral if they select : 
    • a score of 7 or 8 on a scale of 10 ;
    • a score of 3 on a scale of 5 (text or icon);
    • moderately satisfied on a text scale;
  • dissatisfied if they select : 
    • a score of less than 7 on a scale of 10 ;
    • a score of 1 or 2 on a scale of 5 (text or icon);
    • not at all satisfied or not satisfied on a text scale.

We've got an article for you 👉 https://winsoft-international.com/vocaza-journey-frequently-asked-questions/#CSAT