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.
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.
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).
Improving customer satisfaction is crucial to foster loyalty and drive growth. Here are some effective strategies to enhance 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.
Below are the response categories associated with the question above.
To create your customer satisfaction (CSAT) survey, use Google Forms.
Why Google Forms?
Follow these steps to create a survey with Google Forms.
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
How to Install ChartExpo in 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.
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.
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.
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
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;
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.
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