How to Calculate Customer Satisfaction Score

Customer Satisfaction Score (CSAT) Calculator

Enter your survey data above and click "Calculate CSAT Score".

function calculateCSAT() { var totalResponses = parseFloat(document.getElementById('totalResponses').value); var satisfiedResponses = parseFloat(document.getElementById('satisfiedResponses').value); var resultDiv = document.getElementById('csatResult'); if (isNaN(totalResponses) || isNaN(satisfiedResponses) || totalResponses <= 0 || satisfiedResponses totalResponses) { resultDiv.innerHTML = 'Number of satisfied responses cannot exceed total responses.'; resultDiv.style.color = 'red'; return; } var csatScore = (satisfiedResponses / totalResponses) * 100; resultDiv.innerHTML = 'Your Customer Satisfaction Score (CSAT) is: ' + csatScore.toFixed(2) + '%'; resultDiv.style.color = '#333'; // Reset color if it was red }

Understanding Your Customer Satisfaction Score (CSAT)

The Customer Satisfaction Score (CSAT) is a widely used key performance indicator (KPI) that measures how satisfied customers are with a product, service, or overall experience. It's a direct and straightforward metric, typically derived from a single survey question asking customers to rate their satisfaction on a scale.

How CSAT is Measured

CSAT is usually measured by asking a question like: "How satisfied are you with [product/service]?" or "How would you rate your overall satisfaction with the support you received?". Customers then respond on a scale, often from 1 to 5 (where 1 is "very unsatisfied" and 5 is "very satisfied") or 1 to 10.

To calculate the CSAT score, you identify the "satisfied" responses. Typically, these are the top two scores on a 5-point scale (e.g., 4s and 5s) or the top three scores on a 10-point scale (e.g., 8s, 9s, and 10s). The formula then takes the number of these satisfied responses and divides it by the total number of responses, multiplying by 100 to get a percentage.

The CSAT Formula

The formula for calculating CSAT is simple:

CSAT Score = (Number of Satisfied Responses / Total Number of Responses) × 100

Why is CSAT Important?

• Direct Feedback: It provides immediate insight into customer sentiment regarding specific interactions or overall experience.
• Identifies Issues: A low CSAT score can signal problems with a product, service, or customer support process, prompting quick action.
• Measures Success: High CSAT scores indicate that your efforts to meet customer expectations are succeeding.
• Customer Loyalty: Satisfied customers are more likely to become repeat customers and brand advocates.

Realistic Examples

Let's look at a couple of scenarios:

Example 1: Product Launch Survey
Imagine you launched a new software feature and sent out a survey asking, "How satisfied are you with the new [feature name]?" on a 1-5 scale.

• Total Responses: 500
• Responses rating 4 or 5 (Satisfied): 420

Using the formula: (420 / 500) × 100 = 84% CSAT Score

Example 2: Customer Support Interaction
After a customer interacts with your support team, they receive a survey: "How would you rate your satisfaction with the support you received today?" on a 1-10 scale.

• Total Responses: 1200
• Responses rating 8, 9, or 10 (Satisfied): 960

Using the formula: (960 / 1200) × 100 = 80% CSAT Score

These examples demonstrate how the CSAT score provides a clear, quantifiable measure of customer sentiment, allowing businesses to track performance and make data-driven decisions to improve customer experience.