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Customer Satisfaction Score

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What is Customer Satisfaction Score (CSAT)?

Customer Satisfaction Score, commonly referred to as CSAT, is a key performance indicator that measures the satisfaction of customers with a company’s products or services.

It is typically gauged using a single question survey, asking customers to rate their satisfaction on a scale, often from 1 to 5, where 1 is very dissatisfied and 5 is very satisfied.

The Importance of CSAT

Understanding customer satisfaction is crucial for any business aiming to retain its clientele and foster loyalty. A high CSAT score indicates that customers are happy with your product or service, leading to:

  • Increased customer loyalty
  • Positive word-of-mouth marketing
  • Higher chances of repeat purchases
  • Reduced churn rates

On the other hand, a low CSAT score can serve as an early warning sign, allowing businesses to address issues before they escalate. This proactive approach can prevent potential revenue loss and damage to the brand’s reputation.

Customer Satisfaction Score

Why Customer Satisfaction Score is so important?

Calculating CSAT


CSAT = (Number of satisfied customers/ Total number of survey responses) x 100


Let’s say a company received 200 survey responses. Out of these, 160 customers rated their experience as satisfied or very satisfied. Using the formula:


This means that 80% of the customers are satisfied with the company’s product or service.

CSAT vs Other Customer Metrics

While CSAT is a valuable metric, it’s essential to understand how it differs from other customer-related metrics:

  • Net Promoter Score (NPS): Measures the likelihood of customers recommending a company to others.
  • Customer Effort Score (CES): Evaluates the ease with which customers can get their issues resolved or interact with a product/service.

For instance, a customer might be satisfied with a product (high CSAT) but might not necessarily recommend it to others (low NPS). Similarly, they might be satisfied but found the process of obtaining or using the product cumbersome (low CES).

Metric Definition Purpose Scale
CSAT (Customer Satisfaction Score) A measure of customer satisfaction with a particular interaction or transaction. To gauge short-term satisfaction with a specific experience. Typically rated on a scale from 1-5.
NPS (Net Promoter Score) A measure of customer loyalty and the likelihood they would recommend a company to others. To assess overall loyalty and predict business growth. -100 to +100 (based on a 0-10 scale).
CES (Customer Effort Score) A measure of how easy it was for a customer to achieve their goal with the company. To determine the ease of interaction and predict future loyalty. Typically rated on a scale from 1-7.
Customer Churn Rate The percentage of customers who stop doing business with a company during a specified period. To identify customer retention issues. Percentage of lost customers.
Customer Lifetime Value (CLV) The predicted net profit from the entire future relationship with a customer. To understand the long-term value a customer brings. Monetary value.

How is CSAT Used in Businesses?

CSAT can be employed in various ways:

  • Product Development: Feedback from CSAT surveys can guide product enhancements.
  • Customer Support: Teams can gauge the effectiveness of their support and make necessary improvements.
  • Sales and Marketing: Understanding customer satisfaction can help tailor marketing campaigns and sales strategies.

For businesses looking to streamline their operations for better customer satisfaction, tools like project management software and resource management software can be invaluable.

Ready to Optimize Your CSAT?

KEBS, a leading PSA Software, offers a suite of tools designed to enhance customer satisfaction. From efficient project financial management to streamlining business processes for operational efficiency, KEBS ensures that businesses are equipped to meet and exceed customer expectations.

Furthermore, with features like ticket management and deal management, businesses can address customer queries promptly and effectively, leading to higher CSAT scores.

KEBS Ticket Management

KEBS Finance Management

Ready to take your CSAT to the next level? Contact us today or request a demo to see how KEBS can transform your customer satisfaction journey.

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