CSAT surveys measure how satisfied your existing or potential customers are, usually on a 5-star scale. The most useful CSAT formula takes the total number of satisfied customers (those who rate you at 4 or 5), divide by the total number of participants, then multiply the result by 100 to get the percentage. Here’s more on the fundamentals of CSAT scores.
To measure customer satisfaction effectively, you need to apply it as part of a wider strategy. This starts with establishing why you want to measure customer satisfaction in the first place. If you don’t have a clearly defined goal, you’re unlikely to actually use the data you collect, wasting time and resources.
Pro tip: Avoid customer burnout by mixing up the questions you’re asking them. You don’t have to ask all customers the same question at the same time. Reframing and curating can work wonders for completion rate.
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