A Customer Satisfaction Score is a value that reflects how your customers feel about the specific contact/product or service you offer them. Here is how to calculate customer satisfaction score.
How to Calculate a CSAT Score
Many businesses can tailor CSAT measurements for their own unique needs. However, many organizations do not measure the test in very different ways, so here is a list of three approaches that any size company may use!
Creating an Average Score
On a scale of 1–10, how satisfied you were with our service today?
One way to measure customer satisfaction is by asking them how satisfied they are with our service. This question called the “CSAT Question,” can be modified and moved away from purely assessing your business on a scale of 1-10+.
Happy vs. Unhappy
CSAT data can be generated in a variety of ways. For example, one way is with happy/neutral questions that produce responses on scales from 0-10 and require little analysis since they don’t have any complicated scoring criteria like those found in psychological studies which look at cultural differences between individualistic (e hooks) versus Collectivists cultures such as East Asia or Africa.
This system is an easy and quick way to get feedback on how you feel about your brand or service. The data it produces can be compared with other brands, but because they are so easily linked together in charts, the whole process is easier for respondents as well!
The Star Rating
You will notice that the equations for calculating a customer satisfaction score are very similar, and both give you a percentage score. This is something businesses like Amazon, Netflix use to rate their products with five stars because it’s familiar to consumers who have become accustomed to this type of rating system from these popular services in order to be able to advertise themselves as being better than competitors by having more satisfied customers overall.
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