CSAT score – what it is, why it is important, and how to calculate it.

CSAT score is short for Customer Satisfaction Score. It is one of the most common KPIs to measure customer service performance – simply because the aim of customer service delivery is to satisfy customers. So, the higher your CSAT score, the better your customer service. ??♀? Tracking your CSAT score can also help you understand where you lack and how you can improve your customer service delivery.

CSAT scores are measured time-to-time based on the regular feedback given by your users receiving your customer support. This feedback can be collected using CSAT surveys. A simple question that you might ask can be, “On a scale of 1 to 5, how would you rate your recent experience with our product/service?”

You’ll be able to present a survey to your customers for rating and feedback when an agent closes the conversation. It is calculated by asking a simple question such as, "Rate your conversation."?A similar survey emoji scale is displayed on the screen simultaneously. The client also has the option to provide extra feedback after completing the rating.

How to derive your CSAT score?

The number of customers who have given a score of 4 and 5 is divided by the total number of customer responses. The score can then be multiplied by 100 to express in percentage.

For example, if the number of customers who gave 4 and 5 is 40 and the total number of responses is 50, then the CSAT score would be 80%.

Running regular CSAT surveys is the best way to judge your company's operations and customer happiness from time to time.

But how frequently should you conduct these surveys? You should send CSAT surveys to customers immediately after any customer interaction. You can then assess your CSAT scores on a monthly, quarterly, as well as yearly basis.

Want to learn more about crucial customer service KPIs you should track? We have done the homework for you.