% positive ratings
Based on Freshdesk's documentation, they score their CSAT ratings as follows:
We calculate the number of positive ratings (i.e., anything above neutral) received in a particular time period, divided by the total ratings received during the same period.
For example, if the Last 7 days you received 5 ratings 102, 100, 100, -101, -103, we'll calculate it as 1/5 i.e. % of positive ratings = 20%.