CSAT overview
Customer Satisfaction Score, commonly referred to as CSAT, is a metric used to gauge customer satisfaction with a product, service, or interaction. It is one of the most straightforward ways to measure customer satisfaction and typically involves asking customers to rate their experience on a scale, usually from 1 to 5, where 1 represents “very dissatisfied” and 5 represents “very satisfied.”
How CSAT Works
Survey Question: The core of the CSAT metric revolves around a simple question like “How satisfied were you with your experience?” or “How would you rate your overall satisfaction with the service you received?”
Response Scale: Customers respond using a scale, which can vary but often ranges from 1 to 5, where each number corresponds to a level of satisfaction.
Calculation: CSAT is calculated by taking the number of satisfied customers (those who select 4 or 5 on a 5-point scale), dividing it by the total number of responses, and multiplying by 100 to get a percentage. The formula is:
Advantages of CSAT
Simplicity: The straightforward nature of the CSAT survey makes it easy to implement and understand.
Direct Feedback: It provides direct and actionable feedback from customers about their recent experiences.
Versatility: CSAT can be used across various touchpoints in the customer journey, making it versatile for different industries.
CSAT in Customer Experience Strategy
CSAT is a valuable metric for businesses looking to improve specific areas of the customer experience. By regularly measuring and analyzing CSAT scores, companies can identify areas of strength and weakness, make data-driven decisions to enhance customer satisfaction, and ultimately drive business success.
Whether used alone or alongside other metrics like Net Promoter Score (NPS) or Customer Effort Score (CES), CSAT is an essential tool for any customer-centric organization.