Calculating a real 5-scale CSAT number

Hi Mattias,
 
To view the average CSAT score in Zendesk Explore, you can follow these steps:
 

1. Go to Explore: Open Zendesk Explore and navigate to the report you’re working on.
    
2. Select the CSAT Data: Add the relevant metrics from your dataset that includes the CSAT scores. You may want to look for a metric like "Satisfaction score" or similar.
    
3. Create a Custom Calculation: If you only see percentages, you can create a calculated metric to find the average CSAT score:
   
   
   • Use the formula for average, which might look something like this:
     COUNT(Good satisfaction tickets) /COUNT(Rated satisfaction tickets)
4. Add to Your Report: After creating the custom calculation, you can drag it to your report visualization.
    
5. Review Charts and Tables: You can visualize the average using different charts or tables within Explore to get a clearer view of the data.

Hello Elaine and good afternoon from a sunny Copenhagen!

I can not really follow your instructions at all. Dont know where to start, but I'll see if I can educate myself more in Explore. Not sure that the Count setup will work as long as I cant get access to the actual rating the customer gave. 

 

I have the Satisfaction survey set up as below. Is there no way of learning which of the emojis the customer clicked on? 
 

I want to calculate a real CSAT score, for example 4,2 out of 5.

 

Thanks in advance

-Mattias

 

 

Hi Mattias,
 
I understand your interest in obtaining more granular results in Explore, and I want to let you know that this feature is indeed on our roadmap, as several customers have requested it. However, at this time, I cannot provide a specific timeline for its release; we anticipate that it will not be available in early 2025.
 
In the meantime, we are working on a public API that will allow you to fetch actual CSAT responses, but I understand this may not be a viable option for everyone.
 
If you have any further questions or need assistance with other features in Explore, feel free to reach out.
 

Hi Mattias,
 
Thank you for your message! I appreciate your patience regarding the feature for more granular results in Explore. While this is still on our roadmap, I want to let you know that the public API is currently in development with our team, and we expect to release an announcement about it soon.

Hi JP,
 
Thank you for sharing your input — you’ve articulated the limitation really well, and I completely understand your perspective.
 
At the moment, Zendesk Explore doesn’t yet provide native support for calculating or displaying average scores from a 5-point (or broader) CSAT scale — current reporting indeed simplifies results into a binary Good vs. Bad view. However, I can confirm that our product team is actively reviewing ways to make granular feedback data (such as Likert scale responses) more accessible, both in Explore and via the public API.
 
In the meantime, if you’re looking to get more detailed insight, one option is to use the Satisfaction Rating dataset in Explore to export raw satisfaction events. From there, you can use the rating field values to calculate weighted averages externally (for example, in a BI tool or spreadsheet). This workaround ensures you still capture the full 5-scale data distribution before it’s rolled up in Explore.
 
I know that’s not an ideal long-term solution, but your feedback is exactly the type of input helping us shape how CSAT analytics evolve in Zendesk. I’ve passed along your notes to our product team to further highlight this use case.
 
Thank you again for taking the time to raise this — it’s really helpful input, and we appreciate your patience while we continue improving our reporting capabilities.