What is a Good CSAT Score & How to Calculate it

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Nowadays, any social media post, review, or other user-generated material could become viral. Monitoring customer satisfaction scores and other CX and CS indicators will enable you to gauge client satisfaction while giving you quantitative and qualitative data that can be used to inform future development and expansion. Discover everything there is to know about CSAT score  as you read on, including what it is, how to measure it, and how to ace it.

CSAT score definition: What Is It?

A typical and standard business statistic used to determine how satisfied customers are with a product, service, or business relationship is the customer satisfaction score. The final figure is frequently combined with other account and customer success measures to provide customer-centric information for business decision-making. Companies ask consumers a variation of this question to get their CSAT score:

“How satisfied are you overall with the product(s) or service(s) you purchased from [business name]?”

The client is then typically presented with a number of options, including:

  • A rating on a scale of 1 to 10, 1 to 5, or 1 to 3.

  • Indicators expressed verbally, such as “extremely dissatisfied,” “unsatisfied,” “neutral,” “satisfied,” and “very satisfied.”

  • Emojis and rating stars are examples of international symbols.

Using words, numbers, or emoticons does not affect the CSAT scoring method. This CSAT question is simple to use on its own or in conjunction with other questions in a longer customer satisfaction survey.

One of the three most widely used measures to gauge how satisfied consumers are with your organization is the customer satisfaction score. The Net Promoter Score® (NPS) and Customer Effort Score (CES) are the other two. Every metric has advantages, and by combining them, you can learn important things.

How to Calculate CSAT Score

How to Calculate CSAT Score

In particular, the Customer Satisfaction Score measure shows how satisfied your customers are. Therefore, it usually considers the better evaluations you get from the survey.

The standard method for calculating the CSAT score, which is a number between 0 and 100, is to take the number of positive responses (those who gave the top 2 ratings) and divide that by the total number of survey responses. Next, you may calculate the proportion of customers that are satisfied with their brand experience by multiplying your result by 100.

For instance, your CSAT would be 80% (40/50 x 100 = 0.80 x 100 = 80%) if you had 50 responses to your CSAT survey, 40 of which were in the top ranks.

What is a Good CSAT Score?

Keeping an eye on your CSAT score over time gives you a very detailed picture of how well your company is doing at remaining customer-centric.

Industry-specific average CSAT scores differ, but generally speaking, a CSAT score benchmark is between 75% and 85%. The American Customer Satisfaction Index provides general industry benchmarks for CSAT scores, which are shown in the table below.

What is a Good CSAT Score?

Sample Questions for CSAT Score

Choosing the right question structure is important, and it will depend on how frequently you do CSAT surveys. Here are a few instances:

  • To what extent are you happy with the service you received today?

  • How pleased are you with our assistance?

  • To what extent are you happy with the advisor you spoke with today?

  • How pleased are you with the conversation?

  • How pleased are you with your experience using our website?

  • How pleased are you with the navigation on our website?

  • Did you find the most recent update to be satisfactory?

  • What’s your opinion of the most recent update?

  • What level of satisfaction would you give our product?

  • What grade would you give this event?

  • In what way are you happy with this service?

  • How happy are you with the most recent purchase you made?

  • How satisfied are you with the way you bought it?

  • In what way are you pleased with our delivery service?

  • What is your overall impression of our brand?

  • What is your opinion of our newsletter?

  • Did we live up to your expectations?

Read more: CSAT Survey Analysis: Unveiling Insights for Improvement

How to Raise Your CSAT Score

A common statistic used in most company sectors and industries to evaluate the effectiveness of customer service, support, CX, and CS is the customer satisfaction score. Although CSAT surveys are simple to administer and yield reliable findings, their quantitative data may not be adequate to support changes in strategy that can be implemented. 

Here are 3 tried-and-true tactics you can put into practice right now to boost total customer loyalty and maximize your CSAT score:

Boost Customer Service

Customer service is typically thought of as the biggest pain point in a business’s customer journey.

You can quickly monitor all customer support data (support tickets, CRM, emails, and more) from one dashboard with the aid of customer success systems .

Reduce the Amount of Time Spent Waiting

Consumers want their problems resolved as quickly as possible, particularly if malfunctioning software or poor customer service prevent them from reaching their objective. Automation technologies can be quite helpful as they free up time for your team to focus on being proactive and responding quickly to client requests by automating repetitive, low-impact, high-effort chores.

Provide Assistance across Multiple Channels

Your customer satisfaction levels will rise in proportion to how easily your consumers can contact you. Traditional email or phone support is insufficient these days.

Rather, you must engage with your clients where they are most active—that is, on your website, in forums, on social media, etc. Since 83% of consumers who leave comments or file complaints on social media platforms anticipate a response the same day they post, prompt replies are essential. Using cutting-edge tools, such as integrated CRM systems or complex helpdesk solutions, subtly improves your team’s capacity to deliver efficient assistance across a range of platforms. These technologies operate in the background, giving your staff the ability to react quickly, which is especially important when handling consumer comments or issues on social media, where immediate reactions are essential.

Find out more: CSAT Survey Best Practices to Elevate Customer Satisfaction

When Should CSAT Score Be Collected?

When a customer completes their onboarding process, for example, or when you want to know how satisfied they are with a particular component of your services, products, or business procedures, you should ideally give them a CSAT survey. Having stated that, there are three common situations you could decide to send a consumer a CSAT survey:

Following Customer Lifecycle Phases

The consumer insights you obtain from CSAT surveys can be readily linked to measuring the efficacy of significant events in a customer’s lifecycle, giving you insightful, direct feedback. You should also consider mapping out the customer journey, as this will assist you in identifying the precise stages of the client lifetime that require your attention.

Previous to the Renewal

CSAT surveys are easy to deploy, so you may conduct them frequently at various touchpoints, but particularly before renewal. Determine the time frame your team will need to implement any changes based on customer input following renewal—that is, two, three, or six months—and send out a CSAT survey before that time. By doing this, you may ensure that you’ll have enough time to address the customer’s feedback before he renews his subscription.

Following Customer Service Or Other Interactions

Customer satisfaction score surveys are typically used to determine how satisfied customers are with the process of acquiring, using, or simply dealing with your product/service. They are typically utilized following the majority of customer support or other interactions.

Pros and Cons of CSAT Score

Pros and Cons of CSAT Score

The Relationship Between Customer Success & CSAT

You must be concerned with the success of your customers if you want to manage a customer-centric company. Here’s how having happy customers can help:

Loyal Customers who are Satisfied are the Ones who Propel Significant Growth

It’s been demonstrated that maintaining current consumers is 5–25 times more beneficial than attracting new ones. You can keep your clients from leaving if you support them along the journey by attending to their needs, resolving their issues, and providing for their demands.

Dissatisfied Customers Leave Right Away

When a customer has a bad experience, they don’t hesitate to leave. If your customer service is poor, they will rapidly move to one of your competitors. The damage caused by an unpleasant experience can be mitigated by around 12 positive ones, but most people won’t stay that long.

Business Goals are Driven by Customer Satisfaction Levels

Prior to making any changes in any aspect of your business—be it product development, marketing campaigns, customer service enhancements, or anything else—make sure that your activities are in line with the needs and wants of your customers. Making decisions on next steps will be simpler if you maintain your focus on maximizing customer success. Not to add, through their input, devoted customers might assist you with fresh suggestions.

CSAT score is becoming an essential tool for monitoring your business’s performance because higher satisfaction levels are associated with higher revenue, profitability, and customer loyalty. Getting feedback is primarily intended to help you fully optimize your client experience and make real, practical improvements to your business.

Linda Bui
Linda Bui Content writer at Doran

Hey! I'm Linda Bui. I'm a career-changer. Bootcamp grad & Dev.

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