Customer Satisfaction Score (CSAT)

What is Customer Satisfaction Score (CSAT)?

CSAT, or Customer Satisfaction Score, is a metric used to gauge how satisfied customers are with a product, service, or interaction with a company.

How to calculate Customer Satisfaction Score (CSAT)?

CSAT Score =   No. of satisfied customers (those rating you 4 and 5) / Total no. of responses X 100

An example of Customer Satisfaction Score (CSAT):

• A company sends a survey asking customers to rate their experience with technical support on a scale of 1-5.
• Responses: 4, 3, 5, 4, 2
• CSAT Score = (4 + 3 + 5 + 4 + 2) / 5 * 100 = 3.6

Insights about Customer Satisfaction Score (CSAT)

CSAT provides a quantitative measure of satisfaction for specific interactions, helping companies:

• Understand customer needs.
• Identify areas for improvement.
• Track progress over time.