Glossaries
Customer Satisfaction Score
What is a Customer Satisfaction Score (CSAT)?
A Customer Satisfaction Score (CSAT) is a metric used in user research to measure how satisfied customers are with a product, service, or specific interaction. It is typically calculated by asking customers to rate their satisfaction on a scale, often from 1 to 5 or 1 to 10.
Synonyms: CSAT, Satisfaction Rating, Customer Feedback Score, User Satisfaction Metric
Why Customer Satisfaction Score is Important
Customer Satisfaction Score (CSAT) is a crucial metric for businesses and user researchers. It provides direct feedback from customers, helping companies understand how well they're meeting user expectations. By tracking CSAT, organizations can:
- Identify areas for improvement in products or services
- Measure the impact of changes or new features
- Predict customer loyalty and retention
- Benchmark performance against competitors
How to Measure Customer Satisfaction Score
Measuring CSAT typically involves the following steps:
- Ask customers a simple question like "How satisfied were you with your experience?"
- Provide a rating scale (e.g., 1-5 stars or 1-10 numbers)
- Calculate the CSAT score by dividing the number of satisfied customers (usually those who selected 4 or 5 on a 5-point scale) by the total number of respondents
- Multiply the result by 100 to get a percentage
For example: If 80 out of 100 customers rated their satisfaction as 4 or 5, the CSAT score would be 80%.
Examples of Customer Satisfaction Score in Action
- E-commerce: After a purchase, asking customers to rate their shopping experience
- Customer Support: Following a support interaction, requesting feedback on the resolution
- Software Updates: Surveying users about their satisfaction with new features
- Hotel Stays: Asking guests to rate their overall experience upon check-out
Frequently Asked Questions
- What's a good Customer Satisfaction Score? While it varies by industry, generally a CSAT score above 80% is considered good.
- How often should we measure CSAT? It depends on your business, but many companies measure it after each significant interaction or on a quarterly basis.
- Can CSAT predict customer loyalty? While CSAT is a good indicator, it's best used in conjunction with other metrics like Net Promoter Score (NPS) for a more comprehensive view of customer loyalty.
- How is CSAT different from NPS? CSAT measures satisfaction with a specific interaction or product, while NPS measures overall loyalty and likelihood to recommend.