CSAT Score Formula

In order to measure your CSAT score, you must conduct a CSAT survey. CSAT surveys usually take the form of single question surveys where respondents are asked a variation of the following question:

“Overall, how satisfied were you with your experience today?” 

This question is usually followed by a five-point Likert scale, from very unsatisfied to very satisfied, or by a ten-point numeric scale. Each scale has its own set of advantages. A ten-point scale allows for more variation while a five-point scale is more easily understood by respondents. 

Although CSAT surveys often take the form of single question surveys, it is useful to add additional questions in your survey that allow you to collect feedback on why customers rated you the way they did. Such a question should be left open-ended, and can be framed as, “What is the main reason for your score?”. You can also involve a question that asks customers for suggestions on what they think you can do to improve their satisfaction levels. Such a question can be framed as, “What could we do to improve your experience with us?”. Feedback obtained through such questions will allow you to identify the different ways and strategies using which you can improve customer satisfaction levels and boost your CSAT score.