CSAT remains one of the most widely-used customer satisfaction metrics. Feedback data is gathered using a specific question in a customer feedback survey, such as “How satisfied are you with your experience?” Respondents typically answer this question on a scale of 1-5 or 1-10.
How CSAT is Calculated
CSAT is calculated as an overall percentage out of 100. Once you decide on your specific survey question and have gathered your responses, you simply divide to find the percentage of positive respondents. For a scale of 1-5, you’ll want to take just the 4 and 5 responses, and for 1-10 just the 8, 9, and 10 responses. For example, 120 positive responses/200 total responses = 0.6, or 60% CSAT.
Pros and Cons:
Pro: Short and easy for customers to complete, easily adaptable to measure different products or services
Cons: High potential for response bias, leading to skewed data
Download our CSAT template to speed up your user research process!