# How satisfaction is calculated

> Satisfaction surveys can be customized per channel, which allows you to provide a different CSAT experience in chat than you would via email. Since each surv...

Source: https://help.kustomer.com/en_us/how-satisfaction-is-calculated-SJ2o19uqI

Last updated: 2026-10-12T23:49:03.727Z

Satisfaction surveys can be customized per channel, which allows you to provide a different CSAT experience in chat than you would via email. Since each survey can exist independently of one another, you can mix and match survey styles to collect information in whichever way is best suited for each channel. One of your surveys may be on a 2-point scale (thumbs up / thumbs down) or have numbers instead of emoji faces.

In order to account for the variations in each survey, Kustomer adjusts the scales in which **scores** and **ratings** are calculated. Since every satisfaction tool calculates the overall score you receive per survey differently, this article will examine how calculation works in Kustomer.

### Score

Kustomer's satisfaction score is based on a model that's similar to [Net Promoter Score (NPS)](https://www.netpromoter.com/know/). The calculated score is a binary value of either **1 (Pass/Positive)** or **0 (Fail/Negative)**. Having a score that works regardless of your survey setup helps provide consistent and accurate reporting. Each conversation that receives a satisfaction response from a customer will be given a score based on chart below.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4a6cad2b347ece838e66b4a3569f7434.png)

### Ratings

Satisfaction surveys offer 6 possible rating options, ranging from numbers to emojis. Each set also ranges from 2 to 5 options. Since each survey can have a different rating scales, they are adjusted to be uniform. This helps keep reporting and agent performance equal across different surveys. Every rating scale is adjusted to 5 points as seen in the chart below.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/919b5c6ceb5a5c3c35e401cba38c25a8.png)

  

### **Interpret satisfaction scores in custom reports**

In custom reports, the satisfaction score displays as a decimal value. A score of `0.7` represents 70% — the fraction of positive ratings out of all ratings received.

To ensure accurate averages in your custom charts, add a filter condition: ****Satisfaction Score**** > ****Is Set****. This excludes conversations that did not receive a CSAT response, which would otherwise skew your average downward.

To build a count-of-responses report segmented by a custom attribute (such as contact reason), change the top input in the Chart Editor from __average__ to __count__ while keeping the same segment configuration.