Skip to main content

📊 Dashboard: CSAT Average vs. CSAT Percentage

Jomar
Updated

Trends come and go—but customer feedback never goes out of style.
To help you view your Customer Satisfaction (CSAT) data the way that works best for your team, AskNicely now supports CSAT as a Percentage on your Dashboard.

But before you flip the switch, let’s walk through the difference between CSAT as an Average versus a Percentage, and how each one can shape your understanding of customer sentiment.

🔢 CSAT Average (5-Point Scale)

The default view on your Dashboard displays CSAT as an average of all responses on a 1–5 scale, which corresponds to the following options:=

Very Satisfied (5) — Satisfied (4) — Neutral (3) — Unsatisfied (2) — Very Unsatisfied (1)

CSAT_survey.jpg

🧮 Average Formula

(Sum of All Response Values) ÷ (Total Number of Responses)

Example Calculation:

  • Very Satisfied – 9 responses

  • Satisfied – 4 responses

  • Neutral – 3 responses

  • Unsatisfied – 2 responses

  • Very Unsatisfied – 1 response

(9×5 + 4×4 + 3×3 + 2×2 + 1×1) ÷ 17 = 4.12

CSAT_Breakdown.jpg

This metric gives a clear numeric indicator of overall satisfaction intensity.

📈 CSAT as a Percentage

Many teams and industries prefer to express CSAT as a percentage of satisfied customers, which tends to be easier to understand at a glance—especially when comparing performance over time or against benchmarks.

In this view, CSAT represents the percentage of customers who responded with either "Very Satisfied" or "Satisfied".

📐 Percentage Formula

[(# of Very Satisfied + # of Satisfied) ÷ Total # of Responses] × 100

Example Using the Same Data:

  • Very Satisfied – 9

  • Satisfied – 4

  • Total Responses – 17

[(9 + 4) ÷ 17] × 100 = 76.5%

This score answers: "What percentage of our customers feel positively about us?"

🔍 Comparing Views on a Larger Dataset

Both views give valuable insight:

  • CSAT Average: “We’re scoring a 4.26 out of 5.”
    CSAT_Average.jpg

  • CSAT Percentage: “80.5% of responses are positive.”
    CSAT_Percentage.jpg

Depending on your reporting style and audience, one may be more effective than the other—or you may choose to toggle between both.

⚙️ How to Switch to CSAT as a Percentage

Admins can enable or disable the percentage view at any time.

Steps:

  1. Go to Settings (⚙️ icon in the left nav)

  2. Click Account > Settings

  3. Toggle "Display CSAT as Percentage"

Once enabled, your Dashboard will immediately reflect CSAT in percentage format.

Related articles