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Hi just looking to find out if anyone understands in more detail how the analytics CSAT score is calculated.
We have a bot for answering FAQ's for the business and I noticed that the CSAT average daily score for quite a few topics was either a 5 or a 0, with the overall average across the date range giving different figures, for example 2.5.
At first this didn't make much sense to me as the CSAT ranges from 1-5, so if the daily average is showing as 0 it would be safe to assume this simply meant no surveys were completed, however with the overall average being 2.5 and there being no daily average other than 5 and 0, some of the 0's have to be included in the calculation.
After some testing I have narrowed it down and it seems that selecting did not answer or abandoning the session does NOT impact CSAT, however, it appears that if a user gets to the point of the survey itself I.E "Great! Please rate your experience from 1 (worst) to 5 (best)." and provides no answer that this is counting as a 0 for CSAT.
Ideally we would like to avoid this as it is likely if a user gets to this point and provides no answer the bot answered their question and they are now acting on the information given, however for the sessions to count in analytics we have to use the end session node provided. Does anyone have any suggestions for dealing with this?
The overall average CSAT score appears to discount where the CSAT was ignored as it shows a figure of 4.1 as an overall average for all topics on my test bot. The average of the individual scores shown in analytics works out at 3.3 (which is explained by ignoring a CSAT rating as a zero).
So it appears the overall average CSAT score given for all topics DOES discount ignored CSATS whereas when looking at the average CSAT for individual topics, if a CSAT was ignored this counts as a score of 0.
Included below is a sheet showing my inputs for my sessions with the bot and the CSAT results shown (DNA = Did not answer my question input) please note the sessions numbers do not match up exactly as in some instances I opted for rephrase options to continue so I believe these have counted as 1 session over 2 topics however the CSAT has still attributed.
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