CSAT

Customer Satisfaction

A widely used metric to assess how satisfied customers are with a company’s products, services, or overall experience. It is typically measured through a simple survey question, such as How would you rate your overall satisfaction with the service? Responses are given on a scale, often from 1 to 5.

CSAT is calculated as a percentage of positive responses, with the highest ratings (usually 4 and 5) considered positive. This provides businesses with a quantifiable way to track customer satisfaction over time and pinpoint areas for improvement.

The formula to calculate CSAT is:

\(\text{CSAT} = \left( \frac{\text{Number of Positive Responses}}{\text{Total Number of Responses}} \right) \times 100\)

For example, if 100 customers respond to a survey, and 80 of them give positive ratings, the CSAT score would be:

\(\text{CSAT} = \left( \frac{80}{100} \right) \times 100 = 80\%\)

In sales and marketing, a high CSAT score can be a powerful tool for building trust with potential customers. It demonstrates that most existing clients are satisfied with their experience, which can help boost the credibility of marketing campaigns and increase conversions.

• Abbreviation: CSAT