Customer Satisfaction Score (CSAT)

Gauges how satisfied customers are with a company's products or services.

Customer Satisfaction Score (CSAT)

Gauges how satisfied customers are with a company's products or services.

Customer Satisfaction Score (CSAT)

Gauges how satisfied customers are with a company's products or services.

Formula

Customer Satisfaction Score (CSAT) = (Number of Satisfied Customers / Total Surveyed Customers) * 100

Know your metric

Importance of

Customer Satisfaction Score (CSAT)

Essential for measuring immediate customer feelings towards a product or service, often used as a service benchmark.


  1. Immediate Feedback

Provides quick insights into customer satisfaction.


  1. Easy to Measure

Simple and straightforward to calculate.


  1. Direct Responses

Directly derived from customer responses, ensuring relevance.

Drawbacks of

Customer Satisfaction Score (CSAT)

Short-term measures, might not reflect long-term satisfaction.

  1. Not Comprehensive

Doesn’t capture detailed insights into dissatisfaction.


  1. Response Bias

Highly dependent on the mood of respondents.


  1. Limited Predictive Power

May not accurately predict future behaviors or loyalty.

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