How are individual organization assessment and industry average scores calculated in CSAT?

For an individual organization's assessment (not industry averages) the score calculation works as follows:

• A Sub-Control's score is calculated based on the applicable scoring categories within that Sub-Control

• All applicable Sub-Controls within a Control are averaged together to calculate the Control Average Score for that assessment.

• The assessment average for the organization (shown as "Organization Average" on the main Dashboard and "Overall Score" on the pages for particular Controls) is calculated by averaging the scores of all applicable Controls in the assessment

For the industry average, the score calculation works as follows:

• The Control Industry Average Score for a particular Control is calculated by averaging the Control Average Scores for that Control in each of the organizations in that industry that have identified that Control as applicable.

• The assessment level Industry Average for that industry is calculated by averaging the Organization Averages for all of the organizations in that industry. (Note: this is different than averaging the Control Industry Average scores for all Controls in that industry).