The Customer Satisfaction (CSAT) score is a key performance indicator (KPI) used by businesses to gauge how satisfied customers are with their products, services, or interactions. It's a straightforward metric that provides a snapshot of customer sentiment.
CSAT surveys typically ask a single, direct question, such as: "How satisfied were you with your recent experience?" Customers usually respond on a scale, often ranging from "Very Unsatisfied" to "Very Satisfied." For calculation purposes, specific numerical values are assigned to these responses.
How to Calculate CSAT Score
The formula for calculating the CSAT score is simple and focuses on the proportion of customers who reported being satisfied.
Formula:
CSAT Score = (Number of Satisfied Customers / Total Number of Customers Surveyed) * 100
In this calculator:
Number of Satisfied Customers: This is the count of respondents who indicated they were satisfied or very satisfied. The definition of "satisfied" depends on the survey scale used, but typically includes the top two positive responses.
Total Number of Customers Surveyed: This is the total number of customers who participated in the survey.
The result is typically expressed as a percentage. A higher CSAT score indicates greater customer satisfaction.
Interpreting Your CSAT Score
While there's no universal benchmark, general interpretations include:
75% – 100%: Excellent. Your customers are highly satisfied.
60% – 74%: Good. Most customers are satisfied, but there's room for improvement.
50% – 59%: Average. A significant portion of customers are neutral or dissatisfied.
Below 50%: Poor. Urgent attention is needed to address customer dissatisfaction.
It's crucial to compare your CSAT score against your own historical data and industry benchmarks to understand its true meaning for your business.
Use Cases for CSAT
CSAT is versatile and can be used in various scenarios:
Post-Interaction Surveys: After a customer service call, support ticket resolution, or purchase.
Product/Service Feedback: To gauge satisfaction with specific offerings.
Website/App Experience: To understand user satisfaction with digital platforms.
Event Feedback: After attending a webinar, conference, or workshop.
By regularly tracking your CSAT score, you can identify trends, pinpoint areas needing improvement, and ultimately foster stronger customer loyalty and business growth.
function calculateCSAT() {
var satisfiedCustomersInput = document.getElementById("satisfiedCustomers");
var totalCustomersInput = document.getElementById("totalCustomers");
var resultDiv = document.getElementById("result");
var resultValueDiv = document.getElementById("result-value");
var resultPercentageP = document.getElementById("result-percentage");
var satisfiedCustomers = parseFloat(satisfiedCustomersInput.value);
var totalCustomers = parseFloat(totalCustomersInput.value);
if (isNaN(satisfiedCustomers) || isNaN(totalCustomers)) {
alert("Please enter valid numbers for both fields.");
return;
}
if (totalCustomers <= 0) {
alert("Total number of customers surveyed must be greater than zero.");
return;
}
if (satisfiedCustomers < 0 || totalCustomers totalCustomers) {
alert("Number of satisfied customers cannot be greater than the total number of customers surveyed.");
return;
}
var csatScore = (satisfiedCustomers / totalCustomers) * 100;
resultValueDiv.textContent = csatScore.toFixed(2) + "%";
resultPercentageP.textContent = "Based on " + satisfiedCustomers + " satisfied customers out of " + totalCustomers + " surveyed.";
resultDiv.style.display = "block";
}