What is CSAT?
CSAT stands for Customer Satisfaction Score. It’s a key performance indicator (KPI) used to understand how happy your customers are with your offerings and interactions.
How to measure customer satisfaction score?
CSAT is typically measured through surveys asking customers to rate their satisfaction on a scale (e.g., 1-5 stars, very unsatisfied to very satisfied). These surveys can be sent after a purchase, support interaction, or any other touchpoint in the customer journey.
Calculating Customer satisfaction score (CSAT)
- Gather responses: Collect responses from your surveys.
- Identify positive responses: Count the number of responses that fall within the “satisfied” range (e.g., 4-5 stars).
- Calculate the percentage: Divide the number of satisfied responses by the total number of responses and multiply by 100.
Formula: (Number of satisfied customers/ Number of total responses) x 100 = CSAT %ย
Example: If you received 80 responses and 60 customers were satisfied, your CSAT score would be (60 / 80) * 100 = 75%.
How to Improve customer satisfaction scores
High CSAT scores indicate satisfied customers. some waysย the ways to improve them are:
- Gather detailed feedback: Along with your rating scale, ask open-ended questions to understand why customers are satisfied/dissatisfied.
- Address negative feedback: Take action to address concerns raised in the surveys.
- Proactively improve customer experience: Identify and eliminate pain points in your customer journey.
- Personalize interactions: Make interactions with your company feel personal and relevant.
You can ensure a positive customer experience and build stronger customer relationships by effectively measuring and improving your CSAT score.