Customer Satisfaction (CSAT) is a key performance indicator (KPI) used to measure how satisfied customers are with a company's products, services, or interactions. It's a direct reflection of customer experience and is crucial for understanding customer loyalty, retention, and overall business health.
CSAT surveys typically ask a single, straightforward question like: "How satisfied were you with [product/service/interaction]?" Customers are usually given a scale to rate their experience, often on a 5-point Likert scale, where:
1 = Very Dissatisfied
2 = Dissatisfied
3 = Neutral
4 = Satisfied
5 = Very Satisfied
How to Calculate CSAT
The CSAT score is calculated as the percentage of customers who reported being satisfied or very satisfied with their experience. The standard formula focuses on those who gave a rating of 4 or 5 on the typical 5-point scale.
The formula is:
CSAT Score (%) = (Number of Satisfied Customers / Total Number of Customers Surveyed) * 100
In this calculator:
"Number of Satisfied Customers" refers to the count of customers who responded with a 4 or 5.
"Total Number of Customers Surveyed" is the total number of respondents to your survey.
Example Calculation:
Let's say you surveyed 100 customers:
80 customers rated their satisfaction as 4 (Satisfied) or 5 (Very Satisfied).
20 customers rated their satisfaction as 1, 2, or 3.
Using the formula:
CSAT Score = (80 / 100) * 100 = 80%
This means 80% of your surveyed customers are satisfied with their experience.
Why is CSAT Important?
Understanding your CSAT score helps businesses:
Identify Strengths and Weaknesses: Pinpoint areas where customers are happy and areas needing improvement.
Measure the Impact of Changes: Track how changes in products, services, or support affect customer sentiment.
Improve Customer Retention: High CSAT scores are generally correlated with higher customer loyalty and reduced churn.
Boost Brand Reputation: Satisfied customers are more likely to recommend your brand to others.
Regularly monitoring and acting on CSAT feedback is essential for sustained business growth and customer-centricity.
function calculateCsat() {
var satisfiedCustomersInput = document.getElementById("satisfiedCustomers");
var totalCustomersInput = document.getElementById("totalCustomers");
var resultDisplay = document.getElementById("result");
var satisfiedCustomers = parseFloat(satisfiedCustomersInput.value);
var totalCustomers = parseFloat(totalCustomersInput.value);
var csatScore = 0;
// Validate inputs
if (isNaN(satisfiedCustomers) || isNaN(totalCustomers)) {
resultDisplay.innerText = "Please enter valid numbers.";
resultDisplay.style.backgroundColor = "#ffc107"; // Warning color
return;
}
if (totalCustomers <= 0) {
resultDisplay.innerText = "Total customers surveyed must be greater than zero.";
resultDisplay.style.backgroundColor = "#dc3545"; // Error color
return;
}
if (satisfiedCustomers totalCustomers) {
resultDisplay.innerText = "Satisfied customers cannot be more than total surveyed.";
resultDisplay.style.backgroundColor = "#dc3545"; // Error color
return;
}
// Calculate CSAT
csatScore = (satisfiedCustomers / totalCustomers) * 100;
// Display result
resultDisplay.innerText = "CSAT Score: " + csatScore.toFixed(2) + "%";
resultDisplay.style.backgroundColor = "var(–success-green)"; // Reset to success color
}