How was the bad satisfaction and good satisfaction percentage calculated for each ticket? 
CSAT
Hey Elizabeth,
There's no gradation of percentage per ticket. A “good” ticket = 100% and a “bad” ticket = 0%.
In your first image, there are 3 “good” tickets out of a total of 4 rated tickets: 3/4 = 75%
In the second image, there are 10 “good” tickets out of a total of 11 rated tickets: 10/11 = 90.9%
Hope that helps.
Hi David, noted with thanks.
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