Measuring Customer Satisfaction Score (CSAT) can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services.
The question is typically presented to the customer using a 1–5 scale, with 1 being very dissatisfied and 5 being very satisfied.
To calculate your company’s CSAT Score, you have to take the number of satisfied customers (those who selected the top two choices in your scale) and divide that number by the total number of survey responses. Then multiply by 100 to see the percentage of satisfied customers.
There’s a lot you can do with the CSAT metric. To help you out, we’ve put together a free toolkit that includes:
CSAT best practices provided by experts such as the founder of CX Journey Inc., Annette Franz.
Access to our free CSAT survey template.
Access to our interactive CSAT Calculator (if you’re impatient, like me, you can also access the calculator below!).
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