Hi Guys,
Need your help.
I wish to come up with a Survey calculator(CSAT calculator) for my team. CSAT is basically the satisfied customer response from our customer service surveys.
Say the CSAT goal is 78%
And my agent is currently running at 75% CSAT
With the raw computation of 3 / 4 (CSAT/TOTAL surveys)
The formula that I need is to compute for the number of CSATs my agent needs to get for 78%.
Please upload a workbook or a representative cut down copy, anonymised if necessary. It is always easier to advise if we can see your request in its context.
Show a before and after situation with manually calculated results, explaining which information is data and which is results, and if it's not blindingly obvious how you have arrived at your results some explanatory notes as well.
Just a guess though, perhaps
Formula:
=A2/A1*A3
Where A1 is the actual %, A2 the actual count and A3 the target %.
Richard Buttrey
RIP - d. 06/10/2022
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Sorry for the delayed response.There you go.
=MAX(ROUNDUP((B4*(D4-C4))/(1-D4),0),0)
0 if it is being exceeded, otherwise whatever the calculation is you need to round up to the nearest whole number
basic algebra
84%= (80% x 10 + N)/(10 + N)
8.4+0.84N=8+N
0.4=0.16N
N=0.4/0.16 and round up the answer
Last edited by davsth; 09-07-2020 at 07:33 AM.
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