Enterprise AI Administration
CSAT
Formula Definition · Formula Lifecycle
Formula Definition
CSAT
APPROVED
- Code
FML-CSAT- Version
- v1.0
- Owner
- Head of Customer Experience
Governance configuration shown for review and validation. Read-only.
Formula definition
Share of surveyed interactions rated 4 or 5 out of 5.
count(csat_score ≥ 4) ÷ count(csat responses) × 100
Details
- Unit
- %
- Grain
- Complaint-case
- Source summary
- Contact center survey responses
- Effective date
- 01 Jan 2026
- Mission area
- Customer Experience
- Related KPI
- CSAT
Related Intelligence
Linked governed records
Models (0)
None recorded.
Business rules (0)
None recorded.
Source mappings (0)
None recorded.
Governance history
0 recorded events
No governance events recorded.