2. Customer satisfaction score (CSAT)

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NPS Calculator showing fields to enter number of uk business email list detractors, passives and promoters and an NPS of score of 64
Source: SurveyMonkey

This customer engagement metric measures how satisfied customers are with your business. So it’s a great way to gauge customer experience and find opportunities for improvement.

Most businesses use CSAT surveys as part of their customer service strategy. That’s why you’ll often get surveys at the end of a customer service chat or call, asking whether you’re satisfied with the interaction.

Usually measured on a scale of 0-5, a rating of 4 or above falls under a positive response. Meanwhile, a rating of 3 is neutral, and a rating of 2 or below is a negative response. You can use the following formula to calculate your CSAT:

CSAT = (Positive responses/Total responses) x 100

Use tools like the CSAT Calculator from SmartSurvey to simplify the calculation.

CSAT Calculator showing fields to enter the number of responses and a meter showing a CSAT score of 58.33
Source: SmartSurvey

Some businesses also give an option to write additional feedback in addition to the number-based scores. This helps you collect qualitative feedback on how to improve the customer experience and boost your CSAT.