Customer satisfaction score (CSAT) calculator.

Customer satisfaction results are a way of measuring how satisfied customers are with a product or service. This is typically done through the use of surveys, which ask customers to rate their experience on a rating scale.
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The most common rating scales are: 
・Net Promoter Score (NPS)
・Customer Satisfaction Score (CSAT) 
・Customer Effort Score (CES).

Net Promoter Score is a metric that measures the loyalty of customers to a company. It is based on a single question: “On a scale of 0 to 10, how likely are you to recommend this product/service to a friend or colleague?”

Customers who respond with a score of 9 or 10 are considered promoters, while those who respond with a score of 0 to 6 are considered detractors.

The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters.

Customer Effort Score measures how much effort a customer had to put in to get their problem solved. It is measured by asking customers to rate their experience on a scale of 1 to 5, with 1 being “very easy” and 5 being “very difficult”.

The CES score is calculated by taking the percentage of customers who responded with a score of 1 or 2 and dividing it by the total number of responses.

CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) are both customer experience metrics that can be used to measure the satisfaction of customers. However, they differ in several key ways.

CSAT measures the level of customer satisfaction with a specific product or service. It is typically measured by asking customers to rate their satisfaction with a particular aspect of their experience, such as a recent purchase or a customer service interaction. CSAT scores are usually expressed as a percentage, with higher percentages indicating higher levels of customer satisfaction.

NPS, on the other hand, measures customer loyalty and their likelihood to recommend a company or product to others. It is typically measured by asking customers to rate how likely they are to recommend a company or product on a scale of 0-10, with 0 being not at all likely and 10 being extremely likely. NPS scores are usually expressed as a number between -100 and +100, with higher scores indicating higher levels of customer loyalty and advocacy.While both metrics are useful for measuring customer experience, they serve different purposes. CSAT is best used to measure specific interactions or experiences, while NPS is best used to measure overall customer loyalty and advocacy. In addition, NPS is often seen as a more predictive metric, as it can be a strong indicator of future growth and customer retention.

It is also worth noting that while CSAT and NPS are different metrics, they can be used together to gain a more comprehensive understanding of customer experience. For example, you may use CSAT to measure satisfaction with a specific product or service, and use NPS to measure overall loyalty and advocacy. Together, these metrics can help you identify areas where you need to improve your customer experience, and take action to drive growth and customer loyalty.

For example, if 200 customers respond to the survey and 150 of them rate their experience as a 4 or 5, the CSAT score would be 75% (150/200 = 0.75 or 75%).

The CSAT score can help organizations identify the areas where customers are most satisfied and the areas where improvement is required.

CSAT (Customer Satisfaction Score) is typically measured by asking customers to rate their level of satisfaction with a particular product or service. The most common way to measure CSAT is to ask customers to rate their satisfaction on a scale of 1-5, with 1 being very dissatisfied and 5 being very satisfied. Some surveys may use a different scale, such as a 10-point scale or a 100-point scale.

To calculate the CSAT score, you simply add up the total number of positive responses (usually those who rated their satisfaction as 4 or 5) and divide by the total number of responses. This will give you the percentage of customers who were satisfied with your product or service.

For example, if you received 100 survey responses and 80 of those responses were positive (i.e. rated satisfaction as 4 or 5), your CSAT score would be 80%.While this is the most common method for measuring CSAT, there are other variations as well. Some surveys may ask customers to rate their satisfaction on a different scale, such as a 10-point scale or a 100-point scale. Additionally, some surveys may use open-ended questions to allow customers to provide more detailed feedback on their experience.Regardless of the specific method used, the goal of CSAT measurement is to understand the level of satisfaction of your customers and identify areas where you can improve your product or service to better meet their needs and expectations.

Here are the  top advantages CST scores bring:

1. Identifying Pain Points: Customer satisfaction scores can help you identify pain points in their product or service. By analyzing the responses to the surveys, you can identify the areas where customers are not satisfied and take steps to improve those areas.

2. Measuring Customer Loyalty: Customer satisfaction rates such as NPS can help organizations measure customer loyalty. By identifying the promoters and detractors, organizations can take steps to increase loyalty and retain customers.

3. Improving Customer Experience: Customer satisfaction rates can help organizations improve the customer experience. By identifying the areas where customers are not satisfied, organizations can take steps to improve the product or service being provided.

4. Increased Retention Rates: Customer satisfaction grades can help organizations increase retention rates. By identifying the areas where customers are not satisfied, organizations can take steps to improve those areas and retain customers.