Calculate your Customer Satisfaction Score (CSAT) based on survey responses.
CSAT Score: –%
Understanding CSAT (Customer Satisfaction Score)
The Customer Satisfaction Score (CSAT) is a widely used metric to gauge how satisfied customers are with a company's products, services, or specific interactions. It's a direct measure of customer sentiment and is typically collected through short surveys, often presented immediately after an experience (e.g., after a support call, a purchase, or a website interaction).
CSAT surveys are known for their simplicity and effectiveness. They usually ask a single question, such as: "How satisfied were you with your recent experience?" or "How satisfied are you with [specific product/service]?" Customers then rate their satisfaction on a scale.
The CSAT Calculation Formula
Calculating CSAT is straightforward. The core idea is to determine the percentage of customers who reported being satisfied or very satisfied.
Identify the number of customers who responded positively (e.g., "Satisfied" and "Very Satisfied").
Identify the total number of customers who responded to the survey.
Divide the number of satisfied customers by the total number of respondents.
Multiply the result by 100 to express it as a percentage.
The formula is:
CSAT Score = (Number of Satisfied Customers / Total Number of Respondents) * 100
For example, if 85 out of 100 customers surveyed indicated they were satisfied or very satisfied, the CSAT score would be (85 / 100) * 100 = 85%.
Interpreting CSAT Scores
CSAT scores are typically interpreted on a scale:
High Satisfaction: Scores above 80% are generally considered excellent.
Good Satisfaction: Scores between 70% and 80% indicate a good level of satisfaction, but there's room for improvement.
Average Satisfaction: Scores between 50% and 70% suggest that a significant portion of customers are neutral or dissatisfied, requiring attention.
Low Satisfaction: Scores below 50% typically signal serious issues with customer experience that need immediate rectification.
It's important to note that interpretation can vary by industry and company benchmarks. The key is to track your CSAT score over time and identify trends.
Use Cases for CSAT
CSAT is incredibly versatile and can be used in numerous scenarios to understand customer perceptions:
Post-Purchase: To gauge satisfaction with a product or the buying process.
Post-Support Interaction: To measure the effectiveness and helpfulness of customer service.
Website Experience: To assess user satisfaction with navigation, features, or ease of use.
Specific Feature Usage: To understand customer sentiment about a particular aspect of a product or service.
Overall Brand Perception: As a general pulse check on how the brand is perceived by its customer base.
By consistently measuring and analyzing CSAT, businesses can proactively identify areas of strength and weakness, implement improvements, and ultimately foster greater customer loyalty.
function calculateCSAT() {
var satisfiedRespondentsInput = document.getElementById("satisfiedRespondents");
var totalRespondentsInput = document.getElementById("totalRespondents");
var resultDiv = document.getElementById("result");
var satisfiedRespondents = parseFloat(satisfiedRespondentsInput.value);
var totalRespondents = parseFloat(totalRespondentsInput.value);
// Input validation
if (isNaN(satisfiedRespondents) || isNaN(totalRespondents)) {
resultDiv.innerHTML = "Please enter valid numbers for all fields.";
resultDiv.style.backgroundColor = "#dc3545"; // Red for error
return;
}
if (totalRespondents <= 0) {
resultDiv.innerHTML = "Total respondents must be greater than zero.";
resultDiv.style.backgroundColor = "#dc3545"; // Red for error
return;
}
if (satisfiedRespondents totalRespondents) {
resultDiv.innerHTML = "Satisfied customers cannot exceed total respondents.";
resultDiv.style.backgroundColor = "#dc3545"; // Red for error
return;
}
var csatScore = (satisfiedRespondents / totalRespondents) * 100;
resultDiv.innerHTML = "CSAT Score: " + csatScore.toFixed(2) + "%";
resultDiv.style.backgroundColor = "var(–success-green)"; // Green for success
}