Customer Satisfaction (CSAT) Score


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What is Customer Satisfaction (CSAT) Score?

Customer Satisfaction (CSAT) Score is a metric that measures how satisfied customers are with a company’s products, services, or experiences. It’s typically gauged through customer surveys that ask customers to rate their satisfaction on a scale.

Why is CSAT Score important?

CSAT Score is important because it provides direct feedback from customers about their experiences with your software product. High customer satisfaction can lead to increased customer loyalty, positive word-of-mouth referrals, and ultimately, business growth.

What is the formula for CSAT Score?

The formula for CSAT Score is:

(Number of Satisfied Customers (those who responded with 4 or 5 on a scale of 1 to 5) / Number of Survey Responses) * 100

🔥 Formula graphic


How is CSAT Score calculated?

CSAT Score is calculated by dividing the number of satisfied customers (typically those who respond with a 4 or 5 on a 5-point scale) by the total number of survey responses, then multiplying by 100 to get a percentage.

Can you provide an example of CSAT Score?

For instance, if you send out a customer satisfaction survey to users of your software product and receive 100 responses, with 80 respondents rating their satisfaction as a 4 or 5, your CSAT Score would be (80/100) * 100 = 80%.

How can CSAT Score be improved?

CSAT Score can be improved by enhancing the user experience, addressing customer feedback, improving product quality, and providing excellent customer service.

What are the industry benchmarks for CSAT Score?

Industry benchmarks for CSAT Score can vary widely depending on the specific industry and product. However, a CSAT Score of 75% or above is generally considered good, while a score of 90% or above is considered excellent.

What factors can influence CSAT Score?

Factors that can influence CSAT Score include the quality and usability of your software product, the effectiveness of your customer support, the value your product provides to customers, and how well your product meets customer expectations.

What are the potential pitfalls or misconceptions about CSAT Score?

A common misconception about CSAT Score is that it’s a comprehensive measure of customer loyalty. However, a customer can be satisfied with a product but not necessarily loyal. Therefore, it’s important to also consider other metrics like Net Promoter Score (NPS) and Customer Effort Score (CES) to get a more comprehensive view of customer sentiment.

How often should CSAT Score be tracked?

CSAT Score should be tracked regularly, often after key interactions such as support requests or major product updates.

What tools can be used to measure CSAT Score?

CSAT Score can be measured using various survey tools and platforms, such as SurveyMonkey, Qualtrics, or in-app survey features.

What are some related terms to CSAT Score?

Net Promoter Score (NPS), Customer Effort Score (CES), Customer Experience (CX)