What Is CSAT and How We Apply It in Your Surveys
The importance of CSAT for measuring customer satisfaction, how it's calculated through a question on a 1 to 5 scale, and how we apply it to your product or service.
What Is CSAT?
The Customer Satisfaction Score (CSAT) is a metric used to gauge customers’ satisfaction with a product or service. It’s usually obtained through a short survey that asks customers how satisfied they were with the experience they had.
The typical question can be: How satisfied are you with the product/service?
This is a clear example where customers will respond on a scale that usually ranges from 1* (very low or dissatisfied) to 5 (very high and satisfied).*
Read: What is NPS and how we apply it in your surveys?
How Does CSAT Work?
A common way to measure responses is through the Likert scale. It consists of a series of statements that the person responds to through questions with faces, stars, or a scale from 1 to 5, where 1 corresponds to the lowest response and 5 to the highest.
There are different formulas for calculating the CSAT score:
Average CSAT Formula
Sum of all scores / Total number of responses = Average of satisfied customers.
Satisfied Customers CSAT Formula (Percentage)
Satisfied respondents (rated 4 or 5) / Total respondents x 100 = % of satisfied customers.
Dissatisfied Customers CSAT Formula (Percentage)
Dissatisfied respondents (rated 1 to 3) / Total respondents x 100 = % of dissatisfied customers.
Why Measure CSAT in Your Company?
There are several reasons that justify the importance of running CSAT in your company:
- It’s an affordable and simple customer satisfaction survey to implement.
- It provides direct feedback from the customer.
- It helps monitor the level of customer satisfaction at different stages of the relationship with the company.
- It offers quantifiable data on the performance of each area, and more.
CSAT in EVAA Survey
Here are some ways EVAA Survey can help you implement CSAT:
Customization
You can create the questions needed to measure CSAT using responses with faces or stars.
Collection
It lets you collect information through surveys in a mobile app, URL link, and QR code.
Real-Time Analysis
You can analyze the data in real time through EVAA reports and receive alerts that notify you when there are negative ratings.