KPI (Customer Satisfaction) Calculator
Calculate your Customer Satisfaction Score (CSAT) based on the number of satisfied and unsatisfied responses from a survey or feedback mechanism.
Enter Customer Feedback Counts
Understanding Customer Satisfaction (CSAT)
What is CSAT?
Customer Satisfaction (CSAT) is a key performance indicator (KPI) used to measure how satisfied customers are with a company's products, services, or overall experience. It is typically measured through direct questions like "How satisfied are you with our product/service?" on a scale, or more simply, with a binary "Satisfied" or "Not Satisfied" option.
CSAT Formula (Simple Method)
Using the simple "Satisfied" vs. "Unsatisfied" counts, the CSAT formula is:
CSAT (%) = (Number of Satisfied Customers / Total Number of Responses) * 100
Total Responses = Number of Satisfied Customers + Number of Unsatisfied Customers (including neutral or other non-satisfied categories).
Why is CSAT Important?
Monitoring CSAT helps businesses:
- Identify areas for improvement.
- Gauge customer loyalty and retention likelihood.
- Understand the impact of changes to products or services.
- Benchmark against competitors.
- Reduce churn and increase customer lifetime value.
CSAT Calculation Examples
Here are 10 examples demonstrating CSAT calculation:
Example 1: Small Survey
Scenario: You ask 20 customers if they were satisfied with a support interaction.
1. Known Values: Satisfied = 18, Unsatisfied = 2.
2. Total Responses: 18 + 2 = 20.
3. Formula: CSAT = (Satisfied / Total Responses) * 100
4. Calculation: CSAT = (18 / 20) * 100 = 0.9 * 100 = 90%
Conclusion: The CSAT score is 90%.
Example 2: Email Campaign Feedback
Scenario: An email asks recipients if they liked the content. 500 respond "Yes" (Satisfied), 150 respond "No" (Unsatisfied).
1. Known Values: Satisfied = 500, Unsatisfied = 150.
2. Total Responses: 500 + 150 = 650.
3. Formula: CSAT = (Satisfied / Total Responses) * 100
4. Calculation: CSAT = (500 / 650) * 100 ≈ 0.7692 * 100 ≈ 76.92%
Conclusion: The CSAT score is approximately 76.92%.
Example 3: Product Purchase Feedback
Scenario: Out of customers surveyed after a purchase, 95 are happy, 5 are not.
1. Known Values: Satisfied = 95, Unsatisfied = 5.
2. Total Responses: 95 + 5 = 100.
3. Formula: CSAT = (Satisfied / Total Responses) * 100
4. Calculation: CSAT = (95 / 100) * 100 = 0.95 * 100 = 95%
Conclusion: The CSAT score is 95%.
Example 4: Event Satisfaction
Scenario: Attendees at an event rate it as Satisfied (450) or Unsatisfied (80).
1. Known Values: Satisfied = 450, Unsatisfied = 80.
2. Total Responses: 450 + 80 = 530.
3. Formula: CSAT = (Satisfied / Total Responses) * 100
4. Calculation: CSAT = (450 / 530) * 100 ≈ 0.8491 * 100 ≈ 84.91%
Conclusion: The CSAT score is approximately 84.91%.
Example 5: Website Feedback
Scenario: Website visitors click "Satisfied" (1200) or "Unsatisfied" (300) with their experience.
1. Known Values: Satisfied = 1200, Unsatisfied = 300.
2. Total Responses: 1200 + 300 = 1500.
3. Formula: CSAT = (Satisfied / Total Responses) * 100
4. Calculation: CSAT = (1200 / 1500) * 100 = 0.8 * 100 = 80%
Conclusion: The CSAT score is 80%.
Example 6: New Feature Feedback
Scenario: Users provide feedback on a new app feature. 75 are satisfied, 25 are unsatisfied.
1. Known Values: Satisfied = 75, Unsatisfied = 25.
2. Total Responses: 75 + 25 = 100.
3. Formula: CSAT = (Satisfied / Total Responses) * 100
4. Calculation: CSAT = (75 / 100) * 100 = 0.75 * 100 = 75%
Conclusion: The CSAT score for the new feature is 75%.
Example 7: Service Interaction Rating
Scenario: Customers rate a recent service call. 150 report satisfaction, 10 report dissatisfaction.
1. Known Values: Satisfied = 150, Unsatisfied = 10.
2. Total Responses: 150 + 10 = 160.
3. Formula: CSAT = (Satisfied / Total Responses) * 100
4. Calculation: CSAT = (150 / 160) * 100 = 0.9375 * 100 = 93.75%
Conclusion: The CSAT score for service calls is 93.75%.
Example 8: Low Response Rate
Scenario: Only a few customers responded to a survey. 5 satisfied, 0 unsatisfied.
1. Known Values: Satisfied = 5, Unsatisfied = 0.
2. Total Responses: 5 + 0 = 5.
3. Formula: CSAT = (Satisfied / Total Responses) * 100
4. Calculation: CSAT = (5 / 5) * 100 = 1 * 100 = 100%
Conclusion: With this feedback, the CSAT is 100%. Note that a small sample size might not be representative.
Example 9: Majority Unsatisfied
Scenario: Feedback after a product change results in more dissatisfaction. 30 satisfied, 70 unsatisfied.
1. Known Values: Satisfied = 30, Unsatisfied = 70.
2. Total Responses: 30 + 70 = 100.
3. Formula: CSAT = (Satisfied / Total Responses) * 100
4. Calculation: CSAT = (30 / 100) * 100 = 0.3 * 100 = 30%
Conclusion: A CSAT of 30% indicates significant dissatisfaction.
Example 10: Large Dataset
Scenario: Analyzing a quarter's worth of feedback data. 7500 satisfied, 1200 unsatisfied.
1. Known Values: Satisfied = 7500, Unsatisfied = 1200.
2. Total Responses: 7500 + 1200 = 8700.
3. Formula: CSAT = (Satisfied / Total Responses) * 100
4. Calculation: CSAT = (7500 / 8700) * 100 ≈ 0.8621 * 100 ≈ 86.21%
Conclusion: The CSAT for the quarter is approximately 86.21%.
Frequently Asked Questions about CSAT
1. What does CSAT stand for?
CSAT stands for Customer Satisfaction. It's a metric used to measure customer happiness with a product, service, or interaction.
2. How is CSAT calculated using the simple method?
It's calculated as the number of satisfied customers divided by the total number of responses (satisfied + unsatisfied), multiplied by 100 to get a percentage.
3. What is considered a good CSAT score?
A "good" CSAT score varies by industry and even specific company goals. However, generally, scores above 75-80% are considered good, and above 85% is excellent.
4. Does the unsatisfied count include neutral responses?
In the simple binary "Satisfied/Unsatisfied" method used by this calculator, any response that isn't explicitly "Satisfied" is typically grouped into the "Unsatisfied" category for the purpose of this specific formula. More complex CSAT surveys use scales (like 1-5), where only the top scores (e.g., 4 and 5) are counted as "Satisfied".
5. How often should I measure CSAT?
The frequency depends on what you're measuring. For transactional interactions (support calls, purchases), you might measure continuously. For overall brand satisfaction, quarterly or annually is more common.
6. What are the limitations of CSAT?
- It's a snapshot; satisfaction can change quickly.
- It might not predict long-term loyalty as well as metrics like NPS (Net Promoter Score).
- It can be influenced by the survey timing and method.
- It measures *satisfaction*, which isn't the same as *success* or *effort*.
7. How can I improve my CSAT score?
Focus on understanding *why* customers are unsatisfied (analyze feedback comments). Address pain points, improve product/service quality, enhance customer support, and set clear expectations.
8. Can I use decimal numbers for the counts?
Customer counts are typically whole numbers. While the calculator allows any number input type, logically, you should enter non-negative integers.
9. What happens if I enter zero for both satisfied and unsatisfied counts?
If the total number of responses is zero, the calculator cannot perform the division and will show an error message, as CSAT is undefined in this case.
10. Is CSAT the only way to measure customer experience?
No. Other important metrics include Net Promoter Score (NPS), Customer Effort Score (CES), Customer Lifetime Value (CLTV), and Churn Rate. CSAT is often used alongside these for a more complete picture.
