CSAT Score
eCommerce
Customer Services
What is CSAT Score?
The Customer Satisfaction Score (CSAT score) is a simple method for quantifying customer satisfaction. In surveys, customers rate concrete experiences with the services of an company on the basis of a predefined scale.
CSAT Score Formula
CSAT score = total satisfied customers / total responses
Calculation example
60 (respondents who answered 4 or 5) / 100 (number of all respondents) x 100 = 60 % (satisfied customers)
CSAT Score Unit
CSAT Score is expressed as a percentage (%).
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More about CSAT Score
Customer Satisfaction (CSAT) Score is a key metric used to gauge how satisfied customers are with a company’s products, services, or overall experience. This score is typically measured through surveys that ask customers to rate their satisfaction on a scale, often from 1 to 5 or 1 to 10. The CSAT score is then calculated by taking the number of satisfied customers (those who rated their experience positively) and dividing it by the total number of survey responses, then multiplying by 100 to get a percentage.
How to visualize CSAT Score?
The KPI CSAT Score can be visualized as a data card, showing the current value. Or you can use bar charts to see trends and to compare your current value with previous time periods.
CSAT Score visualization examples
CSAT Score
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Recommendations to improve CSAT Score
- Collect and analyze feedback: Implement mechanisms to gather feedback from customers through surveys, post-interaction emails, or feedback forms. Analyze this feedback systematically to understand where customers are experiencing issues or dissatisfaction.
- Identify pain points: Use the feedback analysis to pinpoint specific pain points or areas where customers are least satisfied. This could include issues with product quality, service responsiveness, or communication gaps.
- Improve service quality: Enhance the skills and capabilities of your customer service team. Provide training focused on empathy, effective communication, and problem-solving. Ensure they have the resources and authority to resolve issues promptly and satisfactorily.
- Streamline processes: Simplify and optimize customer-facing processes to reduce friction and improve efficiency. This might involve refining procedures for handling inquiries, returns, refunds, or complaints. Additionally, make self-service options user-friendly and accessible.
- Monitor progress and adjust: Continuously track CSAT scores and other relevant metrics to measure improvements. Regularly review customer feedback and adjust strategies based on evolving needs and expectations. Celebrate successes and maintain team motivation to sustain improvements over time.
