What is CSAT (Customer Satisfaction Score)?
Posted: Mon Jan 20, 2025 6:03 am
The survey can be created on a generic survey software, but if you opt for a customer experience management tool, then you can get a more comprehensive view of the data and all the interactions your customers have had with your brand in the past.
Next, while NPS is defined as a single-question survey, you should still include demographic questions at the beginning to collect data on their age, gender, location, income, etc.
We also recommend adding a field to ask why they chose that score. This will canada telegram number database give you valuable insight into what your customers are happy with, and what they think needs improvement.
2. Classify the respondents into promoters, passives, and detractors.
Promoters are respondents who rated you a 9 or 10. This group is the most loyal to your brand.
Passives are those who give you a rating of 7 or 8. This group isn’t particularly loyal fans and would be easily able to buy from your competitors if it suits them. However, they also won’t hold negative or critical opinions about your business or products and are unlikely to post a bad review online.
Detractors include everyone who rated you between 0 and 6. Members of this group are very likely to leave negative reviews about your brand online.
3. Determine the percentage of promoters and detractors respectively.
Next, calculate the total percentages for the Promoter group and the Petrifier group. For example, if you surveyed 100 people and 20 of them answered 9 or 10, then 20% are promoters.
4. Subtract the percentage of detractors from the percentage of promoters.
Let's assume that, based on the previous example, 100% of the 50 respondents answered between 0 and 6. Then subtract 50% from the promoters' percentage, which is 20%, resulting in an NPS of -30%.
Difference from CSAT (Customer Satisfaction)
While NPS is a measure of customer loyalty, don’t confuse it with CSAT (short for Customer Satisfaction Score), which is a similar metric for measuring customer satisfaction.
CSAT quantifies customer satisfaction with a certain product/service, and the measurement method varies from company to company.
For example, customers are asked questions such as “Are you satisfied with [XX product]?” and must answer on a scale of 1-5 or 1-10. The ratings are then averaged to get the final CSAT.
Next, while NPS is defined as a single-question survey, you should still include demographic questions at the beginning to collect data on their age, gender, location, income, etc.
We also recommend adding a field to ask why they chose that score. This will canada telegram number database give you valuable insight into what your customers are happy with, and what they think needs improvement.
2. Classify the respondents into promoters, passives, and detractors.
Promoters are respondents who rated you a 9 or 10. This group is the most loyal to your brand.
Passives are those who give you a rating of 7 or 8. This group isn’t particularly loyal fans and would be easily able to buy from your competitors if it suits them. However, they also won’t hold negative or critical opinions about your business or products and are unlikely to post a bad review online.
Detractors include everyone who rated you between 0 and 6. Members of this group are very likely to leave negative reviews about your brand online.
3. Determine the percentage of promoters and detractors respectively.
Next, calculate the total percentages for the Promoter group and the Petrifier group. For example, if you surveyed 100 people and 20 of them answered 9 or 10, then 20% are promoters.
4. Subtract the percentage of detractors from the percentage of promoters.
Let's assume that, based on the previous example, 100% of the 50 respondents answered between 0 and 6. Then subtract 50% from the promoters' percentage, which is 20%, resulting in an NPS of -30%.
Difference from CSAT (Customer Satisfaction)
While NPS is a measure of customer loyalty, don’t confuse it with CSAT (short for Customer Satisfaction Score), which is a similar metric for measuring customer satisfaction.
CSAT quantifies customer satisfaction with a certain product/service, and the measurement method varies from company to company.
For example, customers are asked questions such as “Are you satisfied with [XX product]?” and must answer on a scale of 1-5 or 1-10. The ratings are then averaged to get the final CSAT.