Customer satisfaction (CSAT) is a vital indicator of how well a business meets customer expectations and needs. CSAT is typically measured through surveys or feedback mechanisms, where customers are asked to rate their satisfaction based on a specific question or statement. The most common format is to ask customers to rate their satisfaction on a scale ranging from one to five or from “very unsatisfied” to “very satisfied.”
CSAT is a valuable tool for businesses to gauge customer perceptions, identify areas for improvement, and prioritize strategies to enhance customer satisfaction. It provides actionable insights to drive changes that positively impact customer loyalty, retention, and overall business success.
The Formula for Calculating CSAT
CSAT Score = Number of Satisfied Customers / Total Number of Respondents x 100
Key Points Regarding CSAT
- Surveys and Feedback: CSAT is typically measured using surveys or feedback forms sent to customers after an interaction, purchase, or service experience.
- Scale: Customers are asked to rate their satisfaction on a scale, with options like “very unsatisfied,” “unsatisfied,” “neutral,” “satisfied,” or “very satisfied.”
- Calculation: The CSAT score is calculated by taking the number of satisfied customers (usually those who are rated as “satisfied” or “very satisfied”) divided by the total number of respondents, then multiplying by 100 to get a percentage score.
- Benchmarking and Comparison: Businesses often compare their CSAT scores over time or against industry benchmarks to assess their performance and identify areas for improvement.
- Improvement Strategy: Aiming for a high CSAT score indicates a focus on improving customer experiences, products, or services to meet or exceed customer expectations.
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