Customer Satisfaction (CSAT) Score Analysis in Excel

[@svtwithcarat4832]

This helped me a lot! Thank you for this! You deserve more subscribers!!!

[@MintyAnalyst]

Thank you so much! I think my content is a bit niche, but yeah, wouldn't mind more subs :D

[@kukhanya737]

Hi...I have a question..."If you worked for a small technology company which sells and provides support for educational management software for schools, and they were having an issue of clients leaving, what strategies, tools and ways to measure client satisfiction would you use, not only to ensure client retention, but also ensure that clients are generally happy? Thank you

[@MintyAnalyst]

Hi there, sorry for the late response, you probably figured it out already. But even if I saw it back then, that's way too little information to do anything, plus you were asking for quite a bit consultation 😅 But anyway, I'm sure you figured it out by now ✨

[@dimi7717]

hi, very nice and helpful video. My question is what if you would like to sum up the CSAT scores of all 4 steps into a single percent ? Would calculating the mean of the CSAT scores percent be applicable in this case??

[@MintyAnalyst]

Hi di mi, thank you for the comment. I don't think calculating the mean of the CSAT scores is a good approach. I would generally stay away from calculating average CSAT across multiple different steps. However, if I have to do it, I would sum the number of all steps and apply the CSAT formula to those totals (4's and 5's over total ratings). If you prefer, you can also look at a mean, median, weighted average, etc. The most important part would be to understand the approach you take and consider it when tracking the performance over time.

[@gtrscort1]

I wouldn’t do a CSAT score across all categories. When determining which area to conduct focused improvement efforts on, you want to keep the data separated so you can have a targeted approach. Looking at the median could help you if you’re concerned about outliers but depending on the scoring model, this might not provide any benefit. Median typically works best with larger data sets.

[@gtrscort1]

I have a dumb question…how did you copy the formulas over to each cell without having to manually change some of the cell references?

[@MintyAnalyst]

Not sure which point in the video you are referring to, but I believe what you are referring to is setting the reference type of formulas. For example, if you have '=A1' in B1 and then copy it down to B2, the formula will be '=A2'. However, you can fix either the rows or the columns (or both) of references. If you have '=$A$1' in B1 and copy down to B2, the formula remains '=$A$1'... not sure if that's what you were referring to, but if it is, just google 'absolute vs. relative references in excel' and you'll find a lot of info. Hope this helps 😊

[@commistude]

This is good I'll have this as my guide Thanks much

[@MintyAnalyst]

glad it was helpful 😊

[@e4mamarshall152]

Hi, how did convert the average rating for step 1 to 4.14??

[@MintyAnalyst]

Hi there, I am using a weighted average calculation to get the 4.14. I multiply each of the 1 to 5 ratings by the number of occurrences in Step 1 and summing those together (this is what the SUMPRODUCT function does). Then I divide this over the total number of occurrences in Step 1 to get the average of 4.14. Hope this makes it more clear :)