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Read the response rate beside the score. A high score from a low response rate is a measure of who bothered to answer.
Two things distort CSAT. Whether neutral counts as satisfied changes the number by several points, so both are shown and you should state which you use. And response bias: people answer when delighted or annoyed, so a rising score can simply mean fewer moderately satisfied people replied. Track the response rate or the trend is uninterpretable.
Calculates CSAT both ways and shows the response rate beside it.
Every figure it produces is arithmetic on what you enter, and the working is shown line by line rather than summarised into a single number.
Replace the defaults with your own figures. They are examples chosen to make the shape obvious, not benchmarks — using them unchanged tells you about a company that is not yours.
The lines beneath the headline are the useful part: they show which input is driving the result, which is what makes the answer arguable in a good way.
Two things distort CSAT. Whether neutral counts as satisfied changes the number by several points, so both are shown and you should state which you use. And response bias: people answer when delighted or annoyed, so a rising score can simply mean fewer moderately satisfied people replied. Track the response rate or the trend is uninterpretable.
Where two readings of the same question exist, both are shown rather than one being chosen for you. That is deliberate — the difference between them is usually the thing worth discussing.
If a figure looks wrong, change the input you least believe and watch what moves. That is faster than checking the arithmetic.
No. The tool runs in the page, nothing is sent anywhere, and there is no follow-up.
No. They are examples chosen to make the shape clear. Use your own figures.
It is stated in the working shown beneath the result, so you can check it rather than trust it.
Half an hour on your own figures, and an honest answer about the parts Treepie does not improve.