Professional Services Quality Metrics Outcome

Project CSAT

Project CSAT: Customer satisfaction with services engagement.

Formula

Project CSAT = Positive ratings / Total ratings × 100

Computable definition

The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.

count(field.satisfaction_score where field.survey_type = 'project' and field.satisfaction_score >= 4) / count(field.satisfaction_score where field.survey_type = 'project')

Unit: percent (the formula yields an unscaled ratio)

Notes: Positive is the top two ratings on a 5-point scale. Surveyed at project completion.

Data requirements

Grain: Per survey response · Frequency: Per response · Aggregation: event · Staged: no · Main source: Survey Tool.

Field	Dataset	Type
`satisfaction_score`	survey_response	integer
`survey_date`	survey_response	date
`survey_type`	survey_response	string

Example SQL (Postgres)

SELECT (CAST((SELECT COUNT(satisfaction_score) FROM survey_response WHERE survey_date >= :period_start AND survey_date <= :period_end AND (survey_type = 'project' AND satisfaction_score >= 4)) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(satisfaction_score) FROM survey_response WHERE survey_date >= :period_start AND survey_date <= :period_end AND survey_type = 'project'), 0)) AS project_csat

From an agent: with the GASP MCP server, call lookup_metric({ "name": "Project CSAT" }) or generate_query({ "metric": "Project CSAT", "adapter": "<your adapter JSON>" }).

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