Practical guide
Can a strong CSAT hide critical customer feedback?
A percentage is useful only when its primary question, denominator, cohort and version are clear. This German-language guide separates CSAT, response rate, dimensions and customer risk, then connects critical feedback to owned follow-up.
Editorial responsibility: Andreas Gallien, founder of Doconio
Measure and manage CSAT correctly
One large inside-page preview plus cover and example. Select a preview to open the German PDF.
Keep four metrics separate
Overall CSAT, response rate, dimension indices and customer risk answer different questions. The guide shows the numerator, denominator and interpretation for each.
Make every comparison reproducible
Cohort, reporting period, template version, filters and calculation date travel with the result so a trend does not silently compare different measurements.
Retain critical customer signals
A strong average does not cancel a confirmed critical answer. The worked example connects that signal to review, ownership, action and a later effectiveness check.
Process
What you receive
A clear Top-2-Box formula for the primary 1-to-5 question.
A distinction between CSAT, response rate, dimension index and customer risk.
A worked calculation with the same numeric result carrying two different meanings.
A non-compensating risk example in which a critical detail remains visible.
A traceable campaign, review and follow-up process in Doconio.
Questions and answers
Questions about the guide
Is CSAT the average of all survey questions?
No. In this model, overall CSAT is the Top-2-Box share of one published primary question. Detail questions support question-level and dimension analysis.
Does a missing answer count as dissatisfaction?
No. Missing answers affect response and exclusion information. They do not enter the CSAT denominator as negative ratings.
Can a positive CSAT override a critical answer?
No. The knockout rule sets customer risk to at least High. In the chemical model, the same answer also carries Critical severity and creates a critical risk factor that raises the final level to Critical. The answer still requires expert verification.
What happens after I submit the form?
The download button appears immediately. We use your details to provide the guide and to follow up on your request.
Next step
Request the German-language CSAT guide.
Enter your work details once. The PDF is available immediately after the request.