Customer Satisfaction Score (CSAT) is a vital metric in customer surveys, enabling companies to gauge satisfaction, identify pain points, and refine their offerings. A high CSAT indicates that customers are satisfied. On the other hand, a low CSAT helps pinpoint areas that need improvement, allowing businesses to act swiftly to address concerns and enhance the customer experience. By effectively capturing customer sentiment, CSAT empowers companies to make data-driven decisions that boost overall satisfaction.

In Zoho Survey, CSAT scores can be derived from multiple question types, including NPS, Rating Scale (Likert), Star Rating, Matrix Rating Scale (Matrix Likert), Matrix Star Rating, and Image Star Rating, providing versatile options for gathering customer feedback.

If you were the marketing manager of a hotel chain, evaluating guest satisfaction through post-stay surveys would be an essential part of your work. These surveys could incorporate Likert, star rating, and NPS question types. You can segment guests based on their CSAT scores to understand how your accommodations compare to customers' expectations and refine your marketing strategies to target your ideal customers more effectively. This could involve increasing promotions for services that garnered CSAT scores and adjusting marketing messages to set the right expectations and avoid dissatisfied guests. CSAT scores give you the insight to continuously improve, attract new customers, and win the loyalty of your guests.

Overall CSAT score lists the number of positives, negatives and neutrals.

CSAT scores are calculated using the formula:

CSAT = [Number of positive choices chosen / Number of answered responses] * 100

CSAT score can be determined individually for all applicable questions.

CSAT = [Number of positive choices for that question/Total count of answered responses(only that question) ] * 100

In individual response, all the positive rating from questions that are applicable for CSAT score is taken into consideration.

CSAT = [Number of positive choices in questions applicable for CSAT/Total number of questions applicable for CSAT] * 100.

 

Go to Reports and click Summary of Responses.

Navigate to Overall CSAT Score.

 

In the Summary of Responses, navigate to the question whose CSAT score you want to see and click Customize.

Click the dropdown on the right next to Metrics.

Select CSAT Score and click Save.

Go to Reports on the left pane.

Click on Individual Responses.

In the list of individual response parameters, navigate to CSAT Score.

Question types, choices, and ratings that are considered positive: