Zoho Survey | CSAT Score

CSAT Score

      Customer satisfaction score (CSAT) is a crucial metric in surveys. It serves as a fundamental tool for companies to assess customer experiences, pinpoint potential issues, and enhance their services. A high CSAT signifies that customers are content, encouraging loyalty and positive word-of-mouth. Conversely, a low score can help identify opportunities for improvement. This metric effectively captures customer sentiment, empowering businesses to address concerns promptly and elevate overall satisfaction levels.
      In Zoho Survey, CSAT scores can be obtained for NPS, Rating Scale (Likert Rating), Star Rating, Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, and Image Star Rating question types. 

Use cases:

      Imagine you're a customer support head at a tech company, and you're responsible for collecting CSAT data to generate insights regarding a newly launched software application. To achieve this goal, you use specific question types in our surveys, prompting users to report CSAT scores via email following their interaction with the software. These scores help in segmenting users into three categories: satisfied (scoring 4 or 5 out of 5), neutral (scoring 3 out of 5), and dissatisfied (scoring 1 or 2 out of 5). Upon receiving the survey responses, your company can analyze the CSAT scores to pinpoint areas that require attention and prioritize actions that will enhance the user experience and increase customer satisfaction.
      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'd 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.
How to check CSAT score in Zoho SurveyHow to check CSAT score in Zoho Survey

To view overall CSAT score:

  1. Go to Reports on the left sidebar.
  2. Click on Summary of Responses.
  1. Navigate to Overall CSAT Score.

To view the CSAT score for a particular question:

  1. In the Summary of Responses, navigate to the question and click Customize.


  1. Select a chart under Show chart.

  1. On the right side, click the dropdown next to Metrics.


  1. Select CSAT Score.

  2. Click Save.

Note: You can also view the CSAT score for a particular question by clicking Trend Report on the left sidebar and selecting the required time frame.

To view the CSAT score in Individual Responses:

  1. Go to Reports on the left pane.

  1. Click on Individual Responses.

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


CSAT scores are calculated using the formula:

CSAT = [Number of positive choices chosen / Number of responses (Excluding NA)] * 100

Note
The designation of choices as 'positive' varies depending on the specific scale chosen. For an NPS (Net Promoter Score) question, the scale typically ranges from 0 to 10, offering 11 options. However, among these, only the responses of 9 and 10 are deemed 'positive' and contribute to the overall CSAT score. 

Question type

Number of choices

Ratings considered positive

Rating Scale (Likert Rating), Star Rating, Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating

3

3

Rating Scale (Likert Rating), Star Rating, Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating

4

3, 4

Rating Scale (Likert Rating), Star Rating,Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating

5

4, 5

Rating Scale (Likert Rating), Star Rating,Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating

6

4, 5, 6

Rating Scale (Likert Rating), Star Rating,Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating

7

5, 6, 7

Rating Scale (Likert Rating), Star Rating, Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating

8

5, 6, 7, 8

Rating Scale (Likert Rating), Star Rating,Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating

9

5, 6, 7, 8, 9

Rating Scale (Likert Rating), Star Rating, Matrix Rating Scale (Matrix Likert Rating), Matrix Star Rating, Image Star Rating

10

6, 7, 8, 9, 10

Rating Scale (Likert Rating), Matrix Rating Scale (Matrix Likert Rating)

11

6, 7, 8, 9, 10, 11

NPS

11

9, 10


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