Customer Satisfaction Score (CSAT) Calculator
The Customer Satisfaction Score (CSAT) is a key metric used to measure how satisfied customers are with a product, service, or experience. It's typically calculated by asking customers a question like, "How satisfied were you with your recent experience?" and providing them with a scale (e.g., 1-5, Very Dissatisfied to Very Satisfied). The CSAT score is then derived from the responses.
How CSAT is Calculated:
The CSAT score is calculated using a simple formula:
CSAT Score = (Number of Satisfied Customers / Total Number of Responses) * 100
To determine "satisfied customers," you need to define what constitutes satisfaction based on your survey scale. Often, customers who select the top two options (e.g., "Satisfied" and "Very Satisfied" on a 5-point scale) are considered satisfied. Ensure your survey clearly defines this threshold.
Interpreting Your CSAT Score:
- 90% – 100%: Excellent – Your customers are highly satisfied. Focus on maintaining this high level of service and identifying what's working exceptionally well.
- 80% – 89%: Good – A strong score, indicating most customers are happy. Look for areas to improve to reach excellent.
- 70% – 79%: Average – Customers are generally satisfied, but there's significant room for improvement. Investigate feedback to pinpoint common issues.
- Below 70%: Needs Improvement – A substantial portion of your customers are not satisfied. This score requires urgent attention to identify and address core problems affecting the customer experience.
Remember that CSAT is just one piece of the customer experience puzzle. Consider it alongside other metrics like Net Promoter Score (NPS) and Customer Effort Score (CES) for a more holistic view.
Example Calculation:
Imagine you surveyed 100 customers, and 85 of them indicated they were satisfied with your service (choosing either "Satisfied" or "Very Satisfied").
- Number of Satisfied Customers = 85
- Total Number of Responses = 100
- CSAT Score = (85 / 100) * 100 = 85%
An 85% CSAT score is generally considered "Good," suggesting most customers are happy, but there are opportunities for further enhancement.
.csat-calculator-container {
font-family: Arial, sans-serif;
max-width: 700px;
margin: 20px auto;
padding: 20px;
border: 1px solid #e0e0e0;
border-radius: 8px;
background-color: #f9f9f9;
}
.csat-calculator-container h2,
.csat-calculator-container h3 {
text-align: center;
color: #333;
}
.calculator-inputs {
margin-top: 25px;
display: flex;
flex-wrap: wrap;
justify-content: center;
gap: 15px;
}
.input-group {
display: flex;
flex-direction: column;
align-items: flex-start;
}
.input-group label {
margin-bottom: 5px;
font-weight: bold;
color: #555;
}
.input-group input[type="number"] {
padding: 10px;
border: 1px solid #ccc;
border-radius: 4px;
font-size: 1em;
width: 150px;
box-sizing: border-box;
}
.csat-calculator-container button {
padding: 12px 25px;
background-color: #007bff;
color: white;
border: none;
border-radius: 5px;
font-size: 1.1em;
cursor: pointer;
transition: background-color 0.3s ease;
}
.csat-calculator-container button:hover {
background-color: #0056b3;
}
.calculator-result {
margin-top: 30px;
padding: 15px;
border: 1px solid #d4edda;
background-color: #d4edda;
color: #155724;
border-radius: 5px;
text-align: center;
}
.calculator-result h3 {
margin-top: 0;
color: #155724;
}
#csatScoreDisplay {
font-size: 2em;
font-weight: bold;
margin-bottom: 10px;
}
#csatInterpretationDisplay {
font-style: italic;
font-size: 1.1em;
}
.calculator-explanation {
margin-top: 40px;
border-top: 1px solid #eee;
padding-top: 20px;
color: #333;
font-size: 0.95em;
line-height: 1.6;
}
.calculator-explanation h3 {
color: #333;
margin-bottom: 15px;
}
.calculator-explanation ul {
margin-left: 20px;
margin-bottom: 15px;
}
.calculator-explanation li {
margin-bottom: 8px;
}
.calculator-explanation strong {
color: #000;
}
function calculateCSAT() {
var satisfiedInput = document.getElementById("satisfiedResponses");
var totalInput = document.getElementById("totalResponses");
var csatScoreDisplay = document.getElementById("csatScoreDisplay");
var csatInterpretationDisplay = document.getElementById("csatInterpretationDisplay");
var satisfied = parseFloat(satisfiedInput.value);
var total = parseFloat(totalInput.value);
if (isNaN(satisfied) || isNaN(total) || total total) {
csatScoreDisplay.innerText = "Error";
csatInterpretationDisplay.innerText = "Number of satisfied customers cannot be greater than the total number of responses.";
return;
}
var csatScore = (satisfied / total) * 100;
csatScore = csatScore.toFixed(2); // Display with 2 decimal places
var interpretation = "";
if (csatScore >= 90) {
interpretation = "Excellent";
} else if (csatScore >= 80) {
interpretation = "Good";
} else if (csatScore >= 70) {
interpretation = "Average";
} else {
interpretation = "Needs Improvement";
}
csatScoreDisplay.innerText = csatScore + "%";
csatInterpretationDisplay.innerText = "Interpretation: " + interpretation;
}