What is CSAT?
CSAT is a very widely-used metric for customer satisfaction, it's also a portmanteau in that it's formed from the blending of 'customer' and 'satisfaction'. As a scoring system, it’s used as an indicator of how happy your customers are with your business's products or services. It’s usually based on one qualitative question that is placed at the end of a customer feedback survey. A common example of this question type is: How would you rate your experience/satisfaction with the [service/product] you received from [your company]?
It's commonly being used as an alternative to an NPS® score, although it does share some significant similarities. You can learn more about customer satisfaction scores, and how you can apply them to your business by reading our article focused on explaining CSAT in more detail.
Calculate CSAT scores
If you want to calculate your customer satisfaction score, the calculation is as follows:
- Satisfied customers - scores of 4 or 5
- Divided by total responses
Satisfied customers ➗ Total responses = CSAT score
You can find more detail on how to do it in our article explaining how to calculate your CSAT Score.
Why do I need to use it?
Customer satisfaction scores provide an excellent level of insight as to the percentage of customers that are happy with your offering. Anything lower than 50% and most of your customers are dissatisfied, 100% and every single one of your respondents is happy! Learn more about CSAT and why it might be useful to your business in this article.
What's a good customer satisfaction score?
As with all benchmark data the most important metric is how you compare against yourself. You want to see improvement over time and a higher score than last week, last month or last year is what really matters. But in terms of setting a benchmark against others, there are several that can be found.
The American Customer Satisfaction Index shows relative customer satisfaction benchmarks by industry, which we've compiled here.
Review Tui & CSAT
CSAT is an indicator of how happy your customers are with your business' products or services. Ask them the important questions with our simple surveys.
See your CSAT score within your Review Tui dashboard. Track its progress over time and analyse customer reviews to see how you can improve it.
Send customer feedback to your HubSpot CRM to connect with all the great tools at your disposal. From tickets to tasks see your customer's data in one place.
Customer feedback strategy guide
Develop your very own customer feedback strategy with our free digital guide. From winning over senior management to identifying the moments in the customer's journey for valuable feedback this guide is packed with advice. Learn the framework required to get consistent and insightful customer feedback and how to implement it across your business quickly.
Using Review Tui
Review Tui has been built to make collecting customer feedback even easier. By using our platform you can create online customer surveys easily to hear your customer's voice. Discover the areas where you excel, and the places you need to improve by tapping into the features below:
Easy online surveys
CSAT can be used as an indicator of how happy your customers are with your business' products or services. It’s usually based on one qualitative question:
'How would you rate your experience with us?'
Review Tui enables respondents to rank their experience out of 5 stars (with half stars available) so customers can quickly show you how you're doing! Not only that but we have a range of question types on offer. Draggable questions enable users to rank answers in priority order, for example. These engaging question types go beyond the standard day-to-day surveys to increase engagement. Every survey is mobile optimised too.
However, a good CSAT survey isn't just about a certain score but about getting valuable insights as to how you can improve, or retain, that sentiment. Creating a tailor-made CSAT survey is simple with Review Tui.
Build CSAT campaigns
Track the data gathered from your Review Tui survey to an individual touchpoint.
Campaigns enable users to create custom links to their surveys for greater analytics and tracking. Create QR code links to surveys and tag that link to a country, store or even counter for greater insights. Create a different link for every button in an email or for individual team members, the options are endless!
Create an overall Campaign and multiple links within it to nest layers of data in one easy-to-access place within your Review Tui portal.
Connect your HubSpot CRM
With a CSAT survey typically asking only 1 question, you may think there's not much data to gather...
We've got news for you! Review Tui enables you to gather information outside of just the basic score. You can track, measure, and analyse where and how they took the survey, which survey delivery method yields a higher response rate, and even which of your staff members are higher performing than others! Ask respondents additional questions and link Review Tui to HubSpot to get even deeper insights.
Creating a simple CSAT survey with Review Tui opens the floodgates to an array of data ready for you to act upon.