Customer satisfaction score is a survey type that asks customers to rate their satisfaction on a scale of one to five. Any responses of four or five are considered positive ratings from satisfied customers, and three and under are dissatisfied customers.
CSAT example:
How satisfied are you with the service you received today?
This type of question is a great way to get a pulse on how satisfied customers are with the service they received or the experience they had. Plus, it offers the opportunity for businesses to follow up on negative feedback to try and turn detractors into promoters.
Calculating your customer satisfaction score (CSAT) is straightforward and involves a simple formula. The CSAT score is derived by taking the percentage of positive responses (those who rate their satisfaction as 4 or 5) and dividing that by the total number of responses, then multiplying by 100 to get a percentage.
(number of positive responses / total number of responses) x 100 = CSAT
If you don’t want to do the math yourself, you can use our calculator below.
Increasing your CSAT score over time means an increase in customer satisfaction. This can ultimately lead to an increase in revenue growth too. According to research, a one-point increase in CSAT can lead to a 4% increase in revenue. See what increasing your CSAT with AskNicely could do for your business.
