I’m looking to move our CSAT surveys to be sent through Gainsight. Gainsight is great at reporting the score responses (1-5), but I’m struggling to be able to calculate the Satisfaction Score %.
Satisfactions Score % = # of satisfied responses (score = 4 or 5) / # of total responses
I can get static scores by using Data Designer; however, that’s not scalable, particularly if we want to view the data by..
- CS Segment
- Changes over time
Has anyone else found a good way to calculate and view this data in Gainsight?
Best answer by jean.nairon
If you keep track of the numerator and denominator on Company object (the total number of responses and the total number of satisfied responses) , you could use a formula field in a report to show the percentages. Here’s how to create a formula field on reports:
SFDC Version Instructions
Hope this helps.