CSAT score

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“Raising CSAT score by just one point — from 4 to 4.9 — lifts overall revenue by 4%.”

1. What Is A CSAT Score?

A CSAT score is a customer satisfaction score that measures customers' satisfaction with a company's products, services, or interactions with its agents or representatives.

It is often expressed as a percentage or a numerical rating scale.

2. How to Calculate CSAT Score?

The CSAT score (Customer Satisfaction Score) is a key metric used to measure customer satisfaction with a product, service, or interaction. To calculate the CSAT score, follow these steps:

1. Survey Customers – Ask customers to rate their satisfaction on a scale (e.g., 1 to 5).
2. Identify Satisfied Customers – Count the number of respondents who rated their experience as 4 or 5 (satisfied or very satisfied).
3. Use the CSAT Formula – Calculate the CSAT score using this formula:
   CSAT Score (%) = (Number of Satisfied Customers / Total Survey Responses) × 100

By optimizing your CSAT measurement strategy, you can gain valuable insights into customer sentiment and take data-driven actions for continuous improvement.

There you have it! See you again. 

Improve the CSAT score in your Contact Center