I want to understand how satisfaction is calculated for Zendesk Chat. How do you calculate satisfaction for Chat?
Customer satisfaction in Chat is the result of the division of the chat sessions rated by the visitor as good by the total number of rated chats. The calculation of the satisfaction rating uses the formula below.
D_COUNT(Good satisfaction chats)/D_COUNT(Rated satisfaction chats)
For more information about customer satisfaction in Chat, see the article: Measuring visitor satisfaction with chat rating.