CSAT: Top-2-Box by Channel
This lesson is part of the course
In this lesson
You calculate CSAT % and the mean score for four support channels from answer counts, get the weighted total right and size the gap to the 85% target.
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Lessons in this course
- Net Promoter Score from Raw 0–10 Answers Locked
- NPS by Segment and Its Margin of Error Locked
- CSAT: Top-2-Box by Channel Locked
- Customer Effort Score: Averages and Distribution Locked
- Coded Feedback Themes and the Pareto Chart Locked
- Driver Analysis: What Moves Overall Satisfaction Locked
- Linking NPS to Churn and Revenue at Risk Locked
- The CX Dashboard: Targets, Status Flags and Trends Locked