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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.
ABOUT THE AUTHOR
Sonali is a social media enthusiast and creative content writer with 3+ years of experience. With a passion for storytelling, Sonali delivers content that inspires, informs, and captivate readers.
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