How satisfied customers are with a company’s product or service. This is often one of the Key Performance Indicators as it shows how satisfied customers are with a company’s products, services, customer support and brand.
Customer Satisfaction Scoring: CSAT is scored on a scale of 1 – 10. It is calculated by taking the number of survey respondents who rated you a 8, 9, or 10 divided by the total number of survey respondents.
Example: You have 27 respondents that rated you a 8 and 15 respondents that rated you a 9, and 10 respondents rated you a 12 with a total of 100 survey respondents. The calculation would be (27+15+12)/100 = CSAT Score. In this example the CSAT Score would be 54.
Average CSAT: The average CSAT rate across all industries is about 15%, however individual industry rates will vary. These are how the scores rate on an overall scale:
CSAT Scores by Industry: Knowing how your company stacks up against the average CSAT scores within your industry is important to know as different industries have different CSAT scores. You might feel you have a high CSAT score but it might be low compared to your industries average.
CSAT Survey: The easiest way to find your CSAT Score is by including a question in your customer survey about how they would rate your company on a scale of 1 to 10.
Example: On a scale of 1 to 10 how satisfied are you with Benbria’s Loop CX product?
CSAT Survey Questions: Ensuring you get the customers in the correct mindset to ask that final question is important. If you are doing a very quick short survey then one of the questions could be similar to the one mentioned above, if you want to get more information from the survey then you could ask some of these questions to determine what the root cause of your CSAT score is:
Even though CSAT Scoring is based off of one question, making sure you ask the right questions about how satisfied they are with the product and could lead to Root Cause Analysis possibilities. Here are 5 great tricks to writing insightful CSAT Survey Questions:
CSAT and NPS: Customer Satisfaction and Net Promoter Score are both important KPI’s for customer service! They work together to determine what customers think of your product or service and how likely they are to recommend your product to a friend. A great way to determine how satisfied your customers are with your product/ service it is helpful to know how likely a respondent is to recommend your product or brand.
CSAT and Customer Experience: CSAT and Customer Experience are directly related. If customers have a great overall experience with your brand, then they are likely to rate that they are very satisfied with your product or service.
CSAT and Customer Effort Score: Customer Satisfaction and Customer Effort Score work well together as metrics used to measure overall customer experience. Customer Satisfaction is all about finding out how satisfied customers are with your business and Customer Effort Score measures how quickly your business responds to customer inquiries. A great way to ensure customers are happy with your business is by ensuring that a company has great customer service.
