PDF vs PowerPoint Scoring Discrepancy in CSAT

Problem

Solution

These two scores are intentionally different:

The PDF report shows the Control Average statistics for each Control; the Control Average stats are what you would see at the top of the Control View for a Control (if you click into a Control via the color-coded Control blocks on the Dashboard for instance). This Control Average represents the average of the applicable Sub-Control averages in that Control (each Sub-Control average is the average of the applicable scoring categories for that Sub-Control, as described at https://cisecurity.atlassian.net/servicedesk/customer/portal/15/article/276267293 ).

On the other hand, the graph pointed to in the PowerPoint is the Control Implementation Average graph. This graph, which also appears on the Assessment Dashboard, only factors in the “Control Implemented” scoring category; it does not factor in the other 3 scoring categories. Additional information on the 4 scoring categories is available at https://cisecurity.atlassian.net/servicedesk/customer/portal/15/article/820511646 .

Keywords - CSAT scoring score scored difference different discrepancy