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Customer Satisfaction Score, abbreviated as CSAT, is a key performance metric used by organizations to measure satisfaction levels at specific customer interactions or regarding the overall end-to-end customer journey. CSAT scores are calculated by collecting feedback through CSAT surveys. CSAT surveys usually take the form of single question surveys that ask consumers a variation of the question: How satisfied were you with your experience today?
Then, the CSAT score is calculated by dividing the number of positive responses (satisfied customers) by the total number of responses and then multiplying this value by 100 to get the answer as a percentage.
One of the many reasons organizations calculate their CSAT score is to get an idea of how they are performing in regard to their competitors and other companies within their industry. So, what exactly is a good CSAT score? There is no one score that defines a good CSAT score for all companies. Instead, you must look at your industry benchmark to get an idea of what a good CSAT score is.
Let’s look at a few different industries and their CSAT benchmarks:
Average CSAT (%)
Internet Social Media
Video Streaming Service
Let’s assume that you own a food manufacturing company and have a CSAT score of 75. As this is below the industry average, it means you have worse customer satisfaction levels than many of your competitors. However, if you had the same score of 75, but were instead owned a Social Media App company, you would have a good CSAT score that is higher than the industry average. As reflected in the table, CSAT scores between 75% to 85% are generally considered to be good across most industries.
Competitive benchmarking is the practice of evaluating your organization’s performance in relation to the performance of competing organizations. It allows companies to conduct a competitor-to-competitor comparison of different strategies, processes, products, and services, outlining the best-performing ones. When you have an understanding of what works best in the market, you can start employing the best strategies to improve quality, reduce costs, and boost customer satisfaction.
Competitive benchmarking is the process of evaluating your performance in regard to your competitors’ performance in order to proactively identify trends and tailor your marketing strategies accordingly.
Although industry benchmarks define whether or not your CSAT score is good or bad, a CSAT score above 75%/80% is generally considered good across most industries.
The following strategies can be used to effectively improve CSAT scores:
Although CSAT (customer satisfaction score) and NPS (net promoter score) are both customer satisfaction metrics, CSAT is a better measure of customer satisfaction in regard to certain touchpoints or products/services, whereas NPS is a better measure of long-term customer loyalty.
Use Voxco as your survey software to enjoy the following benefits:
With Voxco, you have access to existing survey templates, including a CSAT survey template, created by our team of highly trained professionals.
Maximise your survey response rate to get a more accurate depiction of your CSAT score by connecting with respondents through their preferred channels.
Have access to our question type library that has 100+ question types to choose from. Make your surveys interesting and engaging, and minimize your survey dropout rate.