This indicator is simple and precise and represents the impact of an employee on the level of satisfaction of the customers he/she has served directly. In other words, we are trying to represent the quality of experience that the employee provides to customers.

In terms of calculation, this indicator is based only on one or a few specific questions that evaluate the employee directly. For example, if we evaluate the work of Philip (a technician), the calculation will be based only on questions like this:

In the setting of the question, the question must have a ''Satisfaction Filter'' AND have an ''Assigned Position'': ''Technician''.

In this example, a response of 1 or 2 is considered as ''dissatisfied'' and a response of 3, 4 or 5 is considered as ''satisfied''.

The impact on customer satisfaction is simply the number of 'satisfied' responses divided by the number of responses, in percent.