How to read a ServiceNow partner's CSAT score

The CSAT is ServiceNow's customer satisfaction score for a partner, on a 1 to 5 scale, from surveys sent after deployments. ServiceNow publishes one overall score per partner and one per product line.

What to keep in mind

• ServiceNow does not publish how many responses are behind a score. A 5.0 on one deployment is less informative than a 4.7 on forty; the deployments column next to each line score gives the context.
• A product line with no rated deployments shows no score. We display it as "n/p", not published, and it sorts last within its group.
• Scores move on ServiceNow's monthly refresh, so a change usually appears just after the 8th to 9th of the month.

See also: Methodology