CSAT Score Predictor

kiki burgh

New Member
Joined
Jun 9, 2014
Messages
44
hello there! it's been a while since i last dropped by. once again, i am here seeking help in coming up with a Customer Satisfaction survey score predictor where possible scores in 1 survey are only: 100, 80, 60, 40, 20 & 0. say in order to pass, 1 must aim to have a 93% as an average score for all counts of survey. surveys may vary and as an example may range from 0 to 150.

discounting the reality that not all remaining surveys will be perfect 100s, what formula can i use to predict the number & scores of surveys i need to meet the goal?

below is a sample of what i have (that i feel is very manual):

ABCDEFG
1FormulaFormula
2Total of # Surveys:12=SUM(C5:C10)1200=$C$2*100
3Target:93%1116=C3*$E$2
4Variance:84=$E$2-$E$3
5100:7700=A5*C5
680:180=A6*C6
760:2120=A7*C7
840:140=A8*C8
920:00=A9*C9
100:10=A10*C10
11Total:940=SUM(E5:E10)
12Variance:176=E3-E11
13Target:93%
14Average:78.33%=(E11/$C$2)*0.01
15Variance:14.67%=E13-E14
16
17Needed:26=CEILING(C2*(C3-E14)/(1-C3),1)Formula here only works if all remaining surveys are 100%
18New Total # of Surveys:38=C2+E17
19New Total:3540=E11+(E17*100)
20New Total:93.16%=(E19/E18)*.01

<tbody>
</tbody>

thank you for your help.
 

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I added a new variable on row 16 to specify the average score for the new surveys which is then used to determine how many more you need to achieve the target:


Book1
ABCDE
2Total # of surveys:121200
3Target:93.00%1116
4Variance:84
5100:7700
680:180
760:2120
840:140
920:00
100:10
11Total:940
12Variance:176
13Target:93.00%
14Average:78.33%
15Variance:14.67%
16Average score for new surveys:98
17Needed:36
18New total # of surveys:48
Sheet1
Cell Formulas
RangeFormula
E17=CEILING((C3*100*C2-E11)/(E16-C3*100),1)


All other formulas are the same as your original example.

WBD
 
Upvote 0
hello WBD, thank you for your edit. is this meant to replace the older formula in E17: =CEILING(C2*(C3-D14)/(1-c3),1)? when i paste it in E17, it results to circular reference. also, may i know where the value 98 came from?

if i may trouble you further, with survey results varying from 100, 80, 60, 40, 20 or 0, how i represent these as formula? samples i have seen always assume that remaining survey results will be 100s, which are not realistic.

appreciate the help.
 
Upvote 0

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