Satisfaction Metrics - CSAT - report different than rating values

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Posted on by BobWinn

In customer Voice, I have a Survey setup and Satisfaction Metrics configured on 2 questions. Those 2 questions are Ratings, using a number as the symbol (not stars or smiley faces). It is configured for the rating to be between 1 -4 (i.e. 4 levels).

In the reports, under the Satisfaction Metrics reports, I was expecting to see scores and averages that fall between 1 and 4. But when I go in Voice app to Reports > Satisfaction Metrics, the scores are out of 6. So after running 2 tests, my average is 5 - which does not make sense to me. How can the average response be 5 when the maximum score/rating is a 4?

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Sanjay Kasat on at

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RE: Satisfaction Metrics - CSAT - report different than rating values

The CSAT type metric is normalized to 1-5 rating. The metric dashboard will reflect this scale irrespective of the range of ratings specified in the question. This is done to enable merging of responses to different rating questions to a single CSAT metric.