What is a Customer Satisfaction (CSAT) Score?

CSAT is one of the top three loyalty metrics essential for a successful Voice of the Customer (VoC) program.

Visualizing customer satisfaction data is crucial yet challenging. Why? Survey feedback often includes both text and numbers, making analysis complex.

While no single marketing metric fully captures customer satisfaction, key indicators like returning customer clicks and remarketing success provide valuable insights.

CSAT score-based charts simplify complex data, helping you extract meaningful insights efficiently.

One of the best CSAT Score graphs is the NPS Chart.

Excel, a widely used visualization tool, lacks built-in NPS Chart templates.

The solution? Install a dedicated Excel add-in to access ready-to-use CSAT Score Graphs like NPS.

What is a CSAT Score?

Definition: A CSAT Score (Customer Satisfaction Score) is a key metric used to measure customer satisfaction with a product, service, or experience.

It is typically collected through surveys that ask customers to rate their satisfaction on a scale (e.g., 1-5 or 1-10).

The CSAT Score is calculated as the percentage of satisfied customers (those who select the highest ratings). A higher CSAT Score indicates greater customer satisfaction and a positive user experience.

How to Calculate a Customer Satisfaction Score?

You can calculate the CSAT Score using the following formula:

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Steps to Calculate CSAT:

1. Collect Survey Responses – Ask customers to rate their satisfaction on a scale (e.g., 1-5 or 1-10).
2. Identify Satisfied Customers – Count responses that fall in the top ratings (e.g., 4-5 on a 5-point scale).
3. Apply the Formula – Divide the number of satisfied customers by the total responses, then multiply by 100 to get the percentage.

For example, if 200 out of 250 respondents give a rating of 4 or 5: ?(200/250)×100 = 80%

This means the CSAT Score is 80%, indicating a high level of customer satisfaction.

Benefits of Measuring Customer Satisfaction

1. Identifies Areas for Improvement

Measuring CSAT helps businesses uncover pain points in products, services, and customer interactions. By understanding what frustrates customers, companies can take corrective actions to enhance the overall experience.

2. Enhances Customer Retention

Satisfied customers are more likely to remain loyal to a brand. A high CSAT score indicates strong customer relationships, reducing churn rates and increasing long-term revenue. Businesses that actively improve satisfaction levels see higher customer retention rates.

3. Boosts Brand Reputation

Happy customers share positive experiences, leading to better online reviews and word-of-mouth recommendations. A strong CSAT score builds trust and credibility, making it easier to attract new customers and retain existing ones.

4. Provides Actionable Insights for Growth

CSAT data gives businesses valuable insights into customer preferences, expectations, and pain points. With data-driven decision-making, companies can fine-tune their products, marketing strategies, and customer service to stay ahead of competitors.

5. Increases Revenue and Profitability

Customer satisfaction directly impacts sales and profitability. Satisfied customers are more likely to make repeat purchases and engage in upsells or cross-sells. Improving CSAT can lead to higher customer lifetime value (CLV) and increased revenue.

What is a Good CSAT Score?

A good Customer Satisfaction Score (CSAT) typically falls between 75% and 85%, depending on the industry. This means that most customers rate their experience as satisfactory or excellent.

However, what qualifies as a "good" score varies:

• 80% or higher – Excellent, indicating strong customer satisfaction.
• 70%–80% – Good, but with room for improvement.
• Below 70% – Needs attention, as many customers are not fully satisfied.

Industry Benchmarks:

• Retail & E-commerce: 80%–90%
• SaaS & Tech: 70%–85%
• Healthcare: 75%–85%
• Banking & Finance: 75%–80%

What is the Difference Between a CSAT Score And an NPS Score?

Both CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) measure customer experience, but they focus on different aspects:

How Do You Visualize CSAT Scores Using a Likert Chart in Excel?

Excel is a go-to data visualization tool for businesses and professionals.

However, it lacks built-in CSAT Score Graphs like the NPS Chart.

No need to switch tools; enhance Excel with third-party apps like ChartExpo to access ready-made, visually stunning CSAT Score Charts.

Why ChartExpo?

Easily installable Excel add-in. Offers a variety of ready-to-use, compelling visualizations

Transforms complex data into clear, easy-to-interpret insights. Generates NPS and other CSAT Score Charts in just a few clicks.

Visualizing Customer Satisfaction Score in Microsoft Excel:

1. Open your Excel Application.
2. Install ChartExpo Add-in for Excel from Microsoft AppSource to create interactive visualizations.
3. Select the CSAT Score Survey Chart from the list of charts.
4. Select your data
5. Click on the “Create Chart from Selection” button.
6. Customize your chart properties to add a header, axis, legends, and other required information.
7. Export your chart and share it with your audience.

The following video will help you to create a CSAT Score Survey Chart in Microsoft Excel.

Visualizing Customer Satisfaction Score in Google Sheets:

1. Open your Google Sheets Application.
2. Install ChartExpo Add-in for Google Sheets from Google Workspace Marketplace.
3. Select the CSAT Score Survey Chart from the list of charts.
4. Fill in the necessary fields
5. Click on the “Create Chart” button.
6. Customize your chart properties to add a header, axis, legends, and other required information.
7. Export your chart and share it with your audience.

The following video will help you to create a CSAT Score Survey Chart in Google Sheets.

What is a CSAT Score - FAQs

What is a good CSAT score?

A good Customer Satisfaction (CSAT) score typically falls between 75% and 85%, indicating that most customers are satisfied. However, the ideal score varies by industry, with top-performing companies aiming for 90% or higher.

Why is CSAT important?

CSAT helps businesses measure customer satisfaction, identify pain points, and improve experiences. A high CSAT score leads to better customer retention, positive word-of-mouth, and increased revenue.

Wrap Up

We can all agree that visualizing customer satisfaction data is essential—but it can also be quite challenging.

Survey feedback often consists of both numerical and textual data, making it complex to analyze. This calls for a shift in strategy, particularly during the analysis stage.

What is a CSAT Score?

Customer Satisfaction (CSAT) metrics are crucial for evaluating the quality of customer service and products within a business.

Unlike other marketing metrics, there is no single, definitive way to measure customer satisfaction and sentiment. However, you can gauge customer contentment by tracking key indicators.

For instance, repeat customer clicks and the success of remarketing campaigns can reveal whether market sentiment is positive, profitable, or in need of improvement.

This is where CSAT score-based visualizations, such as Net Promoter Score (NPS) charts, become invaluable.

These charts simplify customer satisfaction data, transforming it into actionable insights. By leveraging them, you can save valuable time, allowing you to focus on other important tasks or simply unwind.

Among professionals and business owners, Excel is a widely used tool for data visualization. However, it lacks built-in NPS chart templates, which can be a limitation.

The Best Solution

For an easy and effective way to create NPS charts, we recommend ChartExpo. As one of the most trusted add-ins, it offers an intuitive interface that anyone can use, regardless of technical expertise.

Design a clear, insightful, and ready-to-use NPS chart effortlessly—without wasting time or effort.

Net Promoter, NPS, NPS Prism, and related terms are registered trademarks of Bain & Company Inc., Satmetrix Systems Inc., and Fred Reichheld.