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¿How is the Satisfaction Score calculated?

To calculate it, the intentions consulted in sessions that were rated by a satisfaction survey are taken into account. From this information, it is inferred that the intentions correspond to the same rating of the session. If an intention appears two or more times in the same session, it will be counted only once. 


The variables that are taken into account for the calculation are 


:white_check_mark: Level of satisfaction by intention

:white_check_mark: Number of grades intended per session

:white_check_mark: Number of interactions intended per session

:white_check_mark: Total interactions of the period


The numerical value in which the score is expressed depends on the type of survey activated. 


For the Binary, CSAT and Star survey types, the score is expressed from 0 to 100. The intention with the value 100 is the one that received the highest negative ratings from users. 


For the NPS survey type, the score is expressed from -100 to 100.

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