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 calculated as the percentage of satisfied customers out of all 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 responses

Explanation: The formula converts the ratio of satisfied customers to a percentage score between 0-100%.

3. Importance of CSAT

Details: CSAT is crucial for understanding customer satisfaction levels, identifying areas for improvement, and tracking performance over time. It's widely used in customer service, product development, and marketing.

4. Using the Calculator

Tips: Enter the number of satisfied customers and total survey responses. Both values must be positive numbers, with satisfied customers ≤ total customers.

5. Frequently Asked Questions (FAQ)

Q1: What's 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: It depends on your business, but typically measured continuously or after specific customer interactions.

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

Q4: Can CSAT be over 100%?
A: No, since it's a percentage of satisfied customers, the maximum possible is 100%.

Q5: Should we survey all customers?
A: A representative sample is sufficient, but ensure it's statistically significant for your customer base.