Reporting: Customer Satisfaction Score (CSAT) & Customer Effort Score (CES)
The reports for Customer Satisfaction Score (CSAT) and Customer Effort Score (CES) are structured like the NPS reporting: at the top you see the score, below it the distribution of responses, the split into three groups and the trend over time.
CSAT
The CSAT tile shows the percentage of satisfied customers:
CSAT = number of responses with 4 or 5 ÷ number of all responses × 100
Example: 76 of 122 responses are 4 or 5. The CSAT is 76 ÷ 122 × 100 = 62.29 %.
Responses are split into three groups:
| Group | Values |
|---|---|
| Satisfied | 4–5 |
| Neutral | 3 |
| Dissatisfied | 1–2 |
Customer Effort Score
The ⌀ CES tile shows the average of all ratings:
CES = sum of all ratings ÷ number of responses
Example: 15 responses add up to 32. The CES is 32 ÷ 15 = 2.13.
A low score is good, because 1 stands for very low effort. Depending on the CES version, responses are split into three groups:
| Group | CES 1.0 (1–5) | CES 2.0 (1–7) |
|---|---|---|
| Low effort | 1–2 | 1–2 |
| Moderate effort | 3 | 3–4 |
| High effort | 4–5 | 5–7 |
Distribution of responses
For each value of the scale, you see how many respondents chose it and what share of all responses that is. The shares add up to 100 %.
All calculations only include respondents who answered the question. Anyone who skipped the question or left the survey before reaching it is not included.
Trend over time
Under Trend over time, you can track how CSAT or CES change weekly or monthly. For each period, you see the score and the difference from the previous period in points.
Example: If CSAT rises from 60 % to 65 %, the difference is +5 points. If CES drops from 2.4 to 2.1, the difference is −0.3 points. For CES, a negative difference is an improvement.
Weeks run from Monday to Sunday. All dates in the reporting refer to UTC.
Revenue and discount codes
If purchases are linked to PollHero, you can Activate revenue extrapolation in reporting in the question settings. The reporting then shows the Revenue analysis & extrapolation table. It shows revenue, orders and average order value per group (satisfied, neutral, dissatisfied or low, moderate, high effort). To learn how these values are calculated, see How we count impressions, responses and rates.