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Customer Satisfaction Rating
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There seems to be a discrepancy with the math used to generate the "Rating" in the Customer Satisfaction report versus the logic that calculates on the ticket page itself. Many of our customers are only hitting the "Star" in the email and closing the web page before adding more detail.

Would it be possible to exclude the blank "Star Ratings" in the report before averaging? I don't know what your developers are using on the back-end, but something like a for loop would probably work.

(Suggestion below in C#, although it would be easily portable to various other curly braced languages)
//passes all three ratings as an array
double calculateRating(int[] ratings){
//defines variables to use
int count = 0;
int length = 3;
int totalRating = 0;
for (i = 0; i<length; i++)
{
//assumes variable name of "rating" and ratings are stored in an array.
if (ratings[i] !== null | ratings[i] >= 1)
{
totalRating += rating;
count +=1;
}
}
return = totalRating /count;
}

 

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