Get a clearer picture of your truly satisfied respondents

Understanding satisfaction just got a whole lot simpler. Now you can see at a glance what percentage of your respondents are genuinely satisfied, not just what the average score tells you.

We're pleased to announce that Enterprise Plus users now have a new way to calculate their CSAT and eSAT scores. When you set up a Satisfaction question, you can now choose to calculate your satisfaction score based on the number of responses that were satisfied, rather than an aggregated average. This gives you a more intuitive view of customer or employee sentiment that's easier to explain to stakeholders and simpler to act on.

Available now for Enterprise Plus users.

What is Satisfied Responses?

Satisfied Responses is a straightforward way to calculate your Satisfaction score. Rather than looking at averages, it asks a simple question: what percentage of people chose one of the positive satisfaction options?

When you use Satisfied Responses, SmartSurvey automatically identifies which answer choices count as "satisfied" based on your scale. For a 5-point scale, that's "Satisfied" and "Very Satisfied". The calculation then shows you the percentage of respondents who selected one of those options.

What can you do with it?

• See satisfaction at a glance - Get an instant percentage showing how many customers or employees are truly satisfied
• Make reporting easier - Share a single, clear metric that your stakeholders can understand immediately
• Compare across touchpoints - Use the same straightforward calculation to track satisfaction throughout your customer or employee journey
• Switch between calculation methods - Change your CSAT/eSAT calculation anytime, and your results update automatically across all reports, dashboards, exports, and integrations

Getting Started Is Simple

Step 1: Add a CSAT/eSAT question to your survey
When building your survey, select the Customer Satisfaction question type from the question library.

Step 2: Choose your calculation method
In the question settings, you'll see two calculation options. Select "Satisfied Responses" to measure the percentage of truly satisfied respondents.

Step 3: View your results
Once responses start coming in, your CSAT or eSAT score automatically appears in your results summary using the calculation you've chosen.

Available now for Enterprise Plus users. Find it when you add or edit a Customer/Employee Satisfaction question in your survey.

Learn More

• View the Help Guide

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