1. What is CSAT?

CSAT (Customer Satisfaction Score) is a key performance indicator that measures how satisfied customers are with a company's products or services. It's expressed as a percentage of satisfied customers out of total customers surveyed.

2. How Does the Calculator Work?

The calculator uses the CSAT formula:

Where:

• Satisfied Customers — Number of customers who responded positively (typically 4-5 on a 5-point scale)
• Total Customers — Total number of survey respondents

Explanation: The formula calculates the percentage of satisfied customers among all respondents.

3. Importance of CSAT

Details: CSAT is crucial for understanding customer satisfaction levels, identifying areas for improvement, and tracking changes in customer sentiment over time. It directly correlates with customer loyalty and business growth.

4. Using the Calculator

Tips: Enter the number of satisfied customers and total survey respondents. Both values must be positive numbers, and satisfied customers cannot exceed total customers.

5. Frequently Asked Questions (FAQ)

Q1: What's considered a good CSAT score?
A: Generally, scores above 80% are considered excellent, 70-80% good, and below 70% may indicate areas needing improvement.

Q2: How often should CSAT be measured?
A: Best practice is continuous measurement, but at minimum quarterly for most businesses.

Q3: What's the difference between CSAT and NPS?
A: CSAT measures satisfaction with a specific interaction, while NPS measures overall loyalty and likelihood to recommend.

Q4: Should we survey all customers?
A: A representative sample is sufficient, but ensure it covers all customer segments.

Q5: How can we improve our CSAT score?
A: Focus on addressing common complaints, improving product quality, and enhancing customer service.