It’s a fact of life that people talk about bad customer experiences more than they’ll boast about good ones. Knowing where customers sit in relation to your products and services is essential.
CSAT, short for Customer Satisfaction, is a common KPI used to measure of how products and services supplied by a company meet or surpass customer expectation. Measuring customer satisfaction allows you to diagnose potential problems with your product or website, and act on them.
Identifying unhappy customers is as important as identifying extremely happy ones (potential advocates). CSAT Surveys come in all shapes and sizes, with many great templates available online to draw from.
The Quix CSAT survey asks one very important question:
"How would you rate your experience with us?"
The answer is a choice of numbers from 0 to 5, with 0 being “extremely dissatisfied” and 5 being “extremely satisfied”
Your CSAT results are provided as a percentage scale with 100% being total customer satisfaction and 0% total customer dissatisfaction.
To achieve these results we use the following calculation:
Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customer
Your CSAT is quite different to your NPS. CSAT measures a customer’s satisfaction with a product or service directly, whereas Net Promoter Score (NPS) measures customer loyalty to your company.
Why use Quix to calculate your CSAT score?
Let us help guide your product decisions based on statistically valid data, rather than gut feeling. We take the effort out of collecting and calculating your CSAT score from your users. All you have to do is:
Embed a snippet of code into your app or website
Tell us how many users we should survey per week
Sit back while we compile the results.
We’ll provide your summarised Composite Customer Satisfaction Score once the survey has enough data so you can put your energy into your engagement and loyalty plans.