Customer Satisfaction Score (CSAT)
With the Customer Satisfaction Score (CSAT), you measure how satisfied your customers are with a product, a service or a specific interaction, such as a purchase or a contact with customer service.
Respondents rate their satisfaction on a fixed scale from 1 to 5:
| Value | Meaning |
|---|---|
| 1 | Very dissatisfied |
| 2 | Dissatisfied |
| 3 | Neutral |
| 4 | Satisfied |
| 5 | Very satisfied |
In the question type dialog, this question type is called CSAT.
A typical question is: “How satisfied are you with your purchase overall?”
How CSAT is calculated
The CSAT score is the percentage of satisfied customers. Everyone who answered with 4 or 5 counts as satisfied:
CSAT = number of responses with 4 or 5 ÷ number of all responses × 100
Example: 76 of 122 respondents answered with 4 or 5. 76 ÷ 122 × 100 = 62.29 % satisfied customers.
The higher the score, the more satisfied your customers are. Respondents who skipped the question are not included. To learn how CSAT is shown in the reporting, see Reporting: Customer Satisfaction Score (CSAT) & Customer Effort Score (CES).
CSAT and Net Promoter Score (NPS) complement each other: CSAT measures satisfaction with a specific experience in the here and now, NPS measures the long-term willingness to recommend you.
Settings:
- You can set whether the question should be mandatory.
- You can choose the Rating symbols: stars or numbers.
- The scale is fixed from 1 (Minimum) to 5 (Maximum) and cannot be changed, so that the CSAT score stays comparable.
- The labels at both ends of the scale are prefilled with “Very dissatisfied” and “Very satisfied”. You can customize them.
You can use the CSAT question in all four survey types, including as the first question of an Embedded Mail survey.
Logic: You can add logic with if/then rules:
If CSAT is exactly/is better than or equal/is worse than or equal X,
then show the Thank You Message/close the survey/go to question X.
For example, you can ask everyone who answered with 1 or 2 about the reason for their dissatisfaction in a follow-up question.