CX & Support Metrics

Positive Feedback Rate

Definition

Positive feedback rate is the percentage of customer feedback responses that are positive — for example, the share of CSAT surveys rated "good" or "satisfied" out of all rated responses.

Also known as: positive rating rategood rating ratesatisfaction rate

How to calculate it

Positive feedback rate = positive responses ÷ total responses × 100. On a thumbs-up / thumbs-down survey, it's the share of thumbs-up; on a 1–5 scale, it's usually the share of 4s and 5s.

For example, if 500 customers rate an interaction and 460 rate it positively, the positive feedback rate is 92%. It's essentially how CSAT is often expressed, and it excludes customers who didn't respond at all.

Why it matters

It's a simple, high-signal read on whether customers are happy with the help they got. Because it's easy to collect and compare, teams use it to track quality over time and to check that changes — like introducing automation — aren't quietly pushing satisfaction down.

Frequently asked

Is positive feedback rate the same as CSAT?

They're very close. CSAT is typically defined as the percentage of positive responses, so positive feedback rate is often just another name for it — though it can apply to any thumbs-up/down feedback, not only formal CSAT surveys.

Does response rate affect it?

Yes. If only a small, self-selected group responds, the positive feedback rate can be skewed. Always read it alongside how many customers actually left feedback.

Related terms

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with a specific interaction or experience, usually from a short post-contact survey..

CSAT vs NPS

CSAT vs NPS is the comparison between two customer experience metrics: CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction, while NPS (Net Promoter Score) measures overall loyalty and willingness to recommend the brand..

Quality Assurance (QA) Score

A Quality Assurance (QA) score measures how well a support interaction met a team's quality standards, based on a scorecard that grades things like accuracy, tone, policy adherence, and resolution..

Voice of the Customer (VoC)

Voice of the Customer (VoC) is the practice of systematically capturing and analyzing customer feedback — across surveys, support tickets, reviews, and conversations — to understand what customers need, expect, and experience..

CSAT Survey

A CSAT survey is a short, usually single-question survey sent after a support interaction to measure how satisfied the customer was, most often asking them to rate the experience on a simple scale..

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