A crucial metric within CSAT analysis is the percentage of users who provide the lowest possible rating (e.g., 1-star). This metric highlights severe dissatisfaction and may indicate cringeworthy experiences, problematic edge cases, or major pain points that could lead to customer churn and negative word-of-mouth. > [!formula] > $1\text{-Star CSAT \%} = \frac{\text{Number of 1-Star Responses}}{\text{Total Responses}}$