Yeah, we have. During the years our best score has been roughly 3,5 or so (I cant remember exact decimals), and IMO it is pretty good CSAT for the peer2peer support community.

BTW, we dont follow the CSAT score itself any more, we follow the %-ratio how many users gives 4 or 5. It tells more about the satisfaction, than the basic CSAT score though.

Thanks @revote. Good to know!

We only count a 5* rating as an advocate, so we take the % of 5*s as our CSAT score. It’s tricky to get near company objectives with this approach and I’m wondering if this is normal for a support communtiy or help center. 

Do most digital self help tools score worse for CSAT than a telephony channel? 

Why dont you count community CSAT same way than your company (in other channels)? This is how we do.

I dont want to open this topic too much but generally speaking: yes, this seems to be the case.

Our company uses the same methodology as the forum, so we’re aligned in that, just not comparing well in terms of scores…

Helpfulness scores are much better at around 40-50%

Oh sorry, I understood wrong.

I think self help channels get lower score for several reasons, for example:

• They are difficult to use / there are situations that you cant do all the needed tasks for your self / You dont understand all the given info there
• Because in 121 channels someone do things for you - of course you are (mostly) more satisfied then

Of course this varys between industries and services.

This sounds like our community´s resolution rate. But this is something what varys between days and weeks, a lot actually. Our RR has been almost 60 at its best.