How is the average customer satisfaction score percentage calculated?

The average customer satisfaction score percentage is calculated by dividing the total number of positive ratings by the total number of ratings. This formula provides a clear understanding of customer satisfaction as it reflects the proportion of positive feedback relative to all responses received. In practice, this score helps organizations assess the overall sentiment of their customers regarding products or services. A higher percentage indicates better customer satisfaction, while a lower percentage suggests there may be issues that need to be addressed.

The other options do not accurately depict the calculation of the customer satisfaction score. For instance, calculating total ratings divided by total positive ratings would not give a meaningful percentage but rather a ratio that does not reflect satisfaction directly. Similarly, using total negative ratings in relation to the total ratings does not focus on the positive feedback needed for measuring satisfaction. Average feedback from customers, while potentially useful, does not provide a standardized metric for the score and lacks the quantitative aspect necessary for calculating a percentage.