CSAT, CES and ratings

Open Insights → Performance → Survey Analytics. These measures use numeric answers and saved question snapshots, so later edits do not rewrite historical meaning.

CSAT and CES

CSAT includes answers whose snapshot metric is CSAT. Its average is the arithmetic mean, rounded to one decimal. Favorable percentage is answers at or above the saved favorable threshold ÷ qualifying CSAT answers when direction is High. If the snapshot has no threshold, the default is 4. A Low direction instead treats answers at or below the threshold as favorable.

CES uses the same average and favorable formula for answers whose snapshot metric is CES, but its default direction is Low and its default favorable threshold is 2. Saved scoring direction or favorable threshold overrides those defaults. Always read the scale endpoints: a lower effort score is favorable only where the configured direction says so.

General Rating

Rating Analytics includes numeric answers whose snapshot question type is Rating. Average rating is their arithmetic mean rounded to one decimal. Low ≤3 is answers of 3 or below ÷ all qualifying Rating answers. Distribution rounds each numeric answer to a 1–5 bucket. Question-level rows group by saved title and position.

Missing numeric answers are excluded. A dash means no qualifying average; a percentage with no denominator is 0%. Survey cards require five answers before displaying NPS/CSAT/CES values, and measurement-category averages require five rows. Rating Analytics currently combines qualifying answers arithmetically; when differently configured scales are mixed, filter to a comparable Survey and interpret the saved scale rather than treating the average as normalized.

NPS classifies 0–10 recommendation answers; CSAT measures configured satisfaction; CES measures configured effort; Rating summarizes Rating-type answers. They are not interchangeable.

Next: NPS or Survey metric configuration.