The Net CSAT Score is a single number that gives you an overall picture of how well you’re doing, based on how many positive and negative reactions you’ve received. Because it’s standardized, it’s a metric you can effectively manage against. It’s calculated like this:
Percent Positive Reactions - Percent Negative Reactions = Net CSAT Score
Not only is this number a way to chart your progress on a daily basis, it’s a handy benchmarking tool. In the SmileBack reactions table you can see where your Net CSAT Score stands relative to other companies using SmileBack.
You can also track how it changes across different boards, resources, companies, and date ranges using the filtering options in your SmileBack reactions table. This allows you to monitor
when it goes up (or, gulp, down) in relation those criteria.