How to Analyze CSAT Customer Satisfaction Data in Excel?

Businesses are always looking for ways to keep their customers happy and loyal. Customer Satisfaction Score (CSAT) is the ultimate metric for measuring customer happiness with your product offerings.

CSAT surveys are easy to implement and provide quantitative and qualitative data points. The quantitative part is the CSAT score. The qualitative part is the free text box that uncovers the exact topic driver of customer sentiment.

But once you have this data, what do you do with it?

Sure, you can calculate it manually in Excel. But there’s so much more you can do to analyze and act on CSAT feedback.

It’s not just about the numbers. Qualitative feedback can be a goldmine of information to help you understand your customers’ needs and wants.

Don’t just settle for a basic CSAT score. Get ready to unleash your inner data analyst and become a customer satisfaction guru.

Table of Content:

1. What is Customer Satisfaction?
2. How to Measure Customer Satisfaction (CSAT)?
3. How to Improve Customer Satisfaction?
4. How to Create Surveys for Measuring CSAT Customer Satisfaction?
5. How to Analyze Customer Satisfaction Using CSAT Score Survey Chart?
6. Wrap Up

What is Customer Satisfaction?

Customer satisfaction refers to the delightful and comforting sensation customers experience when a business surpasses their expectations. It results from a seamless connection between customers and the company, encompassing all stages of their journey. It extends beyond the final product or service, encapsulating every interaction.

How to Measure Customer Satisfaction (CSAT)?

A wise business guru once said, “If you don’t take care of your customers, someone else will.” And measuring their satisfaction levels is the best way to take care of your customers. Below are the methods you can use to measure Customer Satisfaction (CSAT).

• Net Promoter Score (NPS) survey: The NPS survey asks customers to rate their likelihood of recommending your business to others. It classifies respondents as promoters, passives, or detractors, providing insights into customer satisfaction and loyalty.
• Customer Effort Score (CES) survey: CES gauges customers’ effort to accomplish a specific task or resolve an issue. It helps measure customer satisfaction based on the ease of their experience.
• In-app surveys: These surveys are integrated into an application or website and provide immediate feedback from customers. They capture real-time insights about user satisfaction and identify areas for improvement.
• Churn surveys: When customers decide to discontinue their relationship with your business, you conduct a churn survey. They help identify the reasons behind customer attrition and measure overall satisfaction levels.
• Retention metrics: By tracking customer retention rates, you can gauge the effectiveness of your customer satisfaction efforts. High retention rates indicate satisfied customers who continue to engage with your business.
• Customer sentiment analysis: This involves analyzing customer feedback, reviews, and social media mentions to determine the sentiment associated with your brand. Sentiment analysis helps with overall customer satisfaction measuring, and identifying areas of concern.

How to Improve Customer Satisfaction?

Improving customer satisfaction is crucial to foster loyalty and drive growth. Here are some effective strategies to enhance customer satisfaction:

• Provide exceptional customer service: Train your team to deliver prompt, personalized, and empathetic support. Encourage active listening, problem-solving, and going the extra mile to exceed customer expectations.
• Streamline the customer journey: Analyze each touchpoint of the customer journey and identify areas where friction or dissatisfaction may arise. Simplify processes, reduce wait times, and ensure a seamless experience across all channels.
• Offer personalized experiences: Leverage customer data to personalize interactions and tailor offerings to individual preferences. Personalization can range from customized recommendations to personalized communication.
• Act on customer feedback: Regularly solicit feedback through surveys, social media, and other channels. Actively respond to feedback, address concerns, and improve based on customer suggestions.
• Improve product/service quality: Continuously enhance the quality of your products or services to meet and exceed customer expectations. Focus on reliability, durability, ease of use, and innovation.
• Build strong customer relationships: Develop loyalty programs, provide exclusive benefits, and engage in personalized communication to cultivate long-term relationships with customers.
• Embrace technology: Leverage solutions like customer relationship management (CRM) systems, chatbots, and automation to enhance efficiency, responsiveness, and convenience.
• Monitor and benchmark performance: Continuously track key performance indicators (KPIs) related to customer satisfaction, such as NPS and customer retention rates. Benchmark your performance against industry standards and competitors to identify areas for improvement.

How to Create Surveys for Measuring CSAT Customer Satisfaction?

Let’s say you work for a software company. You want to know how customers recognize and consider your software.

What do you do?

You can conduct a survey consisting of customer satisfaction survey questions like the one below.

• How likely are you to recommend our software to a friend or colleague?

Below are the response categories associated with the question above.

• Promoters (9 – 10)
• Passives (7 – 8)
• Detractors (0 – 6)

To create your customer satisfaction (CSAT) survey, use Google Forms.

Why Google Forms?

• It is a free tool that is easy to use and has email notifications for responses.
• Google Forms has logic threading, which tailors surveys based on previous answers.
• It is mobile-friendly and offers customization options, including the ability to match survey branding with company branding.

Follow these steps to create a survey with Google Forms.

• Open Google Forms and sign in with your Google account.
• Click the “Blank” button to create a new form.

• Give your form a title, description, or anything you want to add about your brand.
• Select the type of question you want to use, such as multiple-choice, checkbox, or short answer. In this case, select multiple choice.
• Type your questions in the “Untitled Question” section. Write “Option 1” and choose “Add option” for more options.
• Customize the look and feel of your survey.
• Preview your survey and make any necessary edits.
• Click the share button to distribute it to your target audience.

• Once you collect enough responses, click the “Link to Sheets” button.

• Download your responses as a .csv file from the dropdown menu.

How to Analyze Customer Satisfaction Using CSAT Score Survey Chart?

Your survey results will be loaded in Excel, as shown below.

Say goodbye to the old days of playing guessing games with customer satisfaction. It’s time to let data take the wheel. With ChartExpo for Excel, you can transform those numbers into valuable insights. Then turn those insights into real action.

How?

With ChartExpo, you can create a CSAT score survey chart. This tool provides valuable insights into how customers perceive your products or services. Consequently, you can make data-driven decisions that enhance customer experience and drive business growth.

Benefits of Using ChartExpo

• With ChartExpo, chart creation is a piece of cake thanks to its user-friendly interface. You don’t need to be an expert to create insightful charts – No coding is required.
• With ChartExpo, you can easily chart your course to data visualization bliss. It has all chart types, from the classic pie to the sleek scatter plot and everything in between.
• With ChartExpo, you have complete control over the design of your charts. You can modify every element to ensure your charts align perfectly with your unique style and preferences. Say goodbye to generic-looking charts and hello to personalized, stunning visuals.
• ChartExpo is not just an excellent charting tool but also affordable. It has a 7-day free trial period. Then you can subscribe for $10 monthly. Therefore you can enjoy exceptional charting features without breaking the bank.

How to Install ChartExpo in Excel?

1. Open your Excel application.
2. Open the worksheet and click the “Insert” menu.
3. You’ll see the “My Apps” option.
4. In the office Add-ins window, click “Store” and search for ChartExpo on my Apps Store.
5. Click the “Add” button to install ChartExpo in your Excel.

ChartExpo charts are available both in Google Sheets and Microsoft Excel. Please use the following CTA’s to install the tool of your choice and create beautiful visualizations in a few clicks in your favorite tool.

Assume your customer satisfaction yields the results below.

Question	Rating	Responses
How likely are you to recommend our software to a friend or colleague?	0	33
How likely are you to recommend our software to a friend or colleague?	1	40
How likely are you to recommend our software to a friend or colleague?	2	36
How likely are you to recommend our software to a friend or colleague?	3	43
How likely are you to recommend our software to a friend or colleague?	4	39
How likely are you to recommend our software to a friend or colleague?	5	39
How likely are you to recommend our software to a friend or colleague?	6	42
How likely are you to recommend our software to a friend or colleague?	7	74
How likely are you to recommend our software to a friend or colleague?	8	67
How likely are you to recommend our software to a friend or colleague?	9	144
How likely are you to recommend our software to a friend or colleague?	10	260

This table contains example data. Expect many responses in real life.

• Install ChartExpo in Excel to get started.
• After installation, click My Apps from the INSERT menu.

• Select ChartExpo, and click the Insert button.

• Once it loads, choose the CSAT Score Survey Chart from the chart list.

• Select the data from the sheet and click the Create Chart From Selection button.

• ChartExpo will generate the visualization below for you.

Insights

• 50% of customers are promoters who recommend your product.
• 33% are detractors who are unlikely to recommend your product.
• The remaining 17% are passives who neither promote nor detract from your product.
• Your NPS Score is 17%, calculated by subtracting the percentage of detractors from the percentage of promoters.

FAQs

What is CSAT customer satisfaction?

CSAT is a metric that measures customer satisfaction with a product, service, or overall experience. It involves gathering customer feedback to assess their level of satisfaction on a scale or through rating questions.

What is the CSAT score?

CSAT score refers to the measurement of customer satisfaction based on the results of CSAT surveys. It is typically represented as a percentage or a numerical rating, reflecting the proportion of satisfied customers.

What is the customer satisfaction CSAT formula?

The CSAT formula calculates customer satisfaction. It is the number of satisfied customers divided by the total number of respondents multiplied by 100.

CSAT Score =(Number of Satisfied Customers)/(Total Number of Respondents) ×100

Wrap Up

CSAT is an important metric that enables businesses to assess and analyze customer satisfaction. You can gain valuable insights into customer perceptions by collecting feedback through CSAT surveys. Consequently, make data-driven decisions for enhancing the customer experience.

Excel provides a convenient and powerful tool for examining and interpreting the collected customer satisfaction data. Excel’s spreadsheet functionalities enable you to organize and manipulate data effectively, identify trends, and generate meaningful reports.

When analyzing CSAT data in Excel, you can use various techniques such as;

• Data visualization through charts and graphs.
• Calculating averages and percentages.
• Identifying patterns and correlations.
• Segmenting data by customer demographics or other relevant factors.

These analyses help to identify areas of strength and improvement, prioritize action steps, and track progress over time.

To make the most of your CSAT data, use ChartExpo for Excel.

Why ChartExpo?

ChartExpo empowers you to create an insightful, appealing CSAT survey chart. Therefore, you can gain crucial insights into customers’ perceptions of your products or services. Consequently, make informed decisions prioritizing customer satisfaction, fuel business growth, and elevate your brand’s reputation.

Net Promoter, NPS, NPS Prism, and many other terms related to NPS are registered trademarks of Bain & Company Inc., Satmetrix Systems Inc., and Fred Reichheld.