How to Calculate Your CSAT Score

How to Calculate Your CSAT Score

CSAT or Customer Satisfaction Score is one of the most important customer support metrics to track.

That's because it's simple to understand, easy to calculate and very good at giving you an overall idea of exactly how your business, service or product is being received by your customers.

We've covered CSAT before, including why it's crucial if you want your SaaS company to grow exponentially and how CSAT differs from NPS (or Net Promotor Score).

But let's say you've designed a great CSAT survey, sent it out to your target group and collected a bunch of responses — how do you calculate your score? 

Read on (or watch the video below) to find out.

How to calculate CSAT

CSAT surveys are simple and targeted: they often consist of no more than one question scored on a scale of 1 to 5.

Scores of 1 to 3 indicate unsatisfied customers and scores of 4 and 5 indicate satisfied customers.

Once you've sent out your surveys and collected your answers, you'll need to work your way through the following steps in order to calculate your score.

  • You'll need to add up all the 4 and 5 responses you got to your survey.
  • You'll need to add up the total number of responses across all scores.
  • You'll then need to divide the total number of 4 and 5 responses by the total number of responses.
  • Finally, you'll have to multiply that by 100 to arrive at the percentage.
How to Calculate CSAT Score
Confused? Here's a simple example. You recently sent out 100 surveys, lucky for you, everyone responded! You count the number of 4 and 5 answers and realize that 50 responses that were either a 4 or a 5. You would then have to divide 50 by 100 (the total number of responses) and multiply that number by 100, which would give you a CSAT score of 50%

Want to calculate CSAT in Excel or Google Sheets?

You can copy-paste our template or take a look at the formula.

CSAT calculator for Excel and Google Sheets

CSAT calculator spreadsheet

What is a good CSAT score?

Once you've arrived at a score, you're going to have to determine how well you did and the margins by which you'll have to improve in order to ace customer support experiences.

This isn't as straightforward as you'd like, however — CSAT scores vary widely across industries, so you'll have to do a bit of research on your own.

For industry averages, a good resource to check out is the American Customer Satisfaction Index or see our list of CSAT scores by industry.

For this breakdown, we’ll concentrate on the SaaS industry.

CSAT scores between 0% to 40%

Seems like a majority of your customers are unsatisfied with their experience.

You'll need to think long and hard to figure out why you're scoring this low and then implement changes quickly.

But remember to keep your chin up! Low scores present an opportunity for reflection and course correction.

Constructive negative feedback is worth its weight in gold, so reach out to customers to ask for more information about what left them unsatisfied.

CSAT scores between 40% to 60%

This is a decent score with some room for improvement.

Again, reach out to the customers who left low scores and solicit more feedback and advice. It could prove crucial to shaping your CX and customer support strategy in the future.

Don't forget to share this feedback with your product team so they can turn it into actionable steps for product or feature improvement.

CSAT scores from 60% to 80%

These scores are good and standard for many industries.

While there are no concrete benchmarks for the SaaS industry in the American Customer Satisfaction Index, they do include a CSAT average for computer software, which is similar.

That number is reportedly 77, so anything around or above that is a good CSAT score to aim for in SaaS.

Anything about 77% is a good score to aim for in SaaS.

CSAT scores above 80%

Congratulations, most of your customers are highly satisfied with their experience!

Regularly send out surveys and continue to make improvements to your strategy, processes and workflows to make sure that your scores don't slip.

When is CSAT statistically significant?

If you get 10 responses on your survey, can you really make sense of the results? Probably not.

Just like any other metric, in order for it to be relevant  the sample size needs to be big enough. Also,  you'll want to track CSAT over time and in a consistent way. So what number should you look for?

Ideally a minimum of 50 responses would be a good size, and definitely not less than 30.

But here's the thing, CSAT can be useful even if you get only 5 responses, because you would be able to identify which customers are satisfied or not, and investigate why. But with 5 responses, you simply should not look at the score, but only use the data as insights into your customers' experience.

How often should you survey your customers?

This really depends on your distribution processes.

In general, there are two ways of surveying your customers:

  • On an ongoing basis, for instance after each interaction with your support team.
  • At a fixed cadence, for instance sending out a survey every quarter.

Your goal is to collect as many responses as possible, at the most relevant times. But it is important that you look at how good an experience you are providing over time, and avoid for instance doing a single survey once a year and then track nothing for the following 12 months.

You got your score. But how to use it?

The score itself is a great "summary" of how good an experience you are providing, but it says nothing about what makes customers satisfied (or dissatisfied).

We advise to always combine the quantitative insights provided by CSAT scores with qualitative ones, which can be collected for example by an open question in your survey. Another way to collect qualitative data is to directly reach out to customers to learn more about the reasons for their rating.

Want to improve your CSAT score? Seeing what users did right before submitting a request is a powerful way to solve issues faster, and with less effort for the customers: learn how.

Author

Shifa Rahaman

Content Marketing Manager

Contributor