How is CSAT calculated?
To calculate the CSAT score, subtract the % of customers who were unhappy from 100%. To see this value go to your Nicereply account - CSAT and Overview (Beta). The value is called Satisfaction score.
There is also Average CSAT value which displays average CSAT rating for selected period of time.
You can define your own rating values (what is a good rating and what is a bad rating) when you go to Nicereply - Settings - Rating values.