Customer Satisfaction (CSAT)

What is Customer Satisfaction (CSAT)?

Customer satisfaction helps quantify the degree to which customers are satisfied with a service, product, or experience. It gives you insights into customer loyalty and helps identify areas of improvement in your current workflows.

You can measure CSAT using several methods like:

1. Customer Surveys

Conducting customer surveys is the conventional approach to collect all relevant data on customer satisfaction and happiness. CSAT surveys consist of questions that ask customers how satisfied they are with the offered product or service.

It can also include a few follow-up questions like "What problem do you face with our product?" or “What features are we missing?”.

You can quantify CSAT through:

  • Email surveys: A form with multiple questions for in-depth insights.
  • In-app surveys: Integrates a feedback bar into your website with some questions.
  • Post-service surveys: Set of questions sent through email or live chat to rate the experience after receiving a specific service.

2. Customer Satisfaction Score

Customer satisfaction score (CSAT Score) is one of the most common customer satisfaction metrics. It requires customers to rate their satisfaction with your service, product, or business on a scale that usually ranges between 1-3, 1-5, or 1-10.

For example, you can ask the customer to rate an agent’s performance through a series of questions, based on a scale of 1-5 — with 1 being poor and 5 being excellent.

You can also include a few open-ended questions to gain more details regarding the agent’s performance.

3. Net Promoter Score (NPS)

NPS measures customer loyalty and their likelihood of recommending your business or service to others on a scale of 1-10. You can collect customer scores through pop-up surveys on your business website or send them via email.

To calculate NPS, simply subtract the %Detractors (who rated 0-6) from %Promoters (9-10).