Customer Satisfaction (CSAT) is a key metric used by businesses to measure how satisfied customers are with a product, service, or interaction. It's a simple yet powerful way to gauge the customer experience and identify areas for improvement.
How to Calculate CSAT
The CSAT score is typically calculated by asking customers a question about their satisfaction level, often on a scale (e.g., 1-5, where 5 is very satisfied). The most common CSAT question format is: "How satisfied were you with your experience?" or similar variations.
The formula for calculating the CSAT score is straightforward:
CSAT Score = (Number of Satisfied Customers / Total Number of Responses) * 100
In this calculator:
Number of Satisfied Responses: This is the count of customers who indicated they were satisfied. Businesses often define "satisfied" as choosing the top two or three ratings on a scale (e.g., "Satisfied" and "Very Satisfied" on a 5-point scale).
Total Number of Responses: This is the total number of customers who provided feedback.
The result is expressed as a percentage, indicating the proportion of customers who are satisfied.
Interpreting CSAT Scores
Generally, a higher CSAT score indicates better customer satisfaction. While benchmarks vary by industry, here's a general guide:
75% – 100%: Excellent. Customers are highly satisfied.
60% – 74%: Good. Customers are generally satisfied, but there's room for improvement.
40% – 59%: Fair. A significant portion of customers are not fully satisfied; focus on understanding pain points.
Below 40%: Poor. Urgent attention is needed to address customer dissatisfaction.
Why Use the CSAT Calculator?
This calculator helps businesses quickly:
Measure the effectiveness of their products and services.
Track customer sentiment over time.
Identify trends in customer satisfaction.
Benchmark performance against competitors or industry standards.
Make data-driven decisions to improve customer loyalty and retention.
Example Calculation
Let's say a company surveyed 150 customers about their recent support interaction. Out of these, 120 customers responded that they were either "Satisfied" or "Very Satisfied".
Number of Satisfied Responses = 120
Total Number of Responses = 150
Using the formula:
CSAT Score = (120 / 150) * 100 = 0.80 * 100 = 80%
This company has a CSAT score of 80%, which is generally considered good, indicating a high level of customer satisfaction with their support.
function calculateCSAT() {
var satisfiedInput = document.getElementById("satisfiedResponses");
var totalInput = document.getElementById("totalResponses");
var resultDiv = document.getElementById("result");
var resultValueDiv = document.getElementById("result-value");
var satisfied = parseFloat(satisfiedInput.value);
var total = parseFloat(totalInput.value);
if (isNaN(satisfied) || isNaN(total) || total === 0) {
resultValueDiv.textContent = "Invalid input";
resultDiv.style.display = "block";
resultDiv.style.borderColor = "#dc3545";
return;
}
if (satisfied < 0 || total total) {
resultValueDiv.textContent = "Satisfied cannot exceed Total";
resultDiv.style.display = "block";
resultDiv.style.borderColor = "#dc3545";
return;
}
var csatScore = (satisfied / total) * 100;
resultValueDiv.textContent = csatScore.toFixed(2) + "%";
resultDiv.style.display = "block";
resultDiv.style.borderColor = "#28a745"; // Success Green
}