Categories
Visualizing customer satisfaction data is critical and equally daunting.
Why?
Feedback data (from surveys) is complex and may involve textual and numerical information. And this calls for a change in strategy, especially during the analysis phase.
There are no straightforward metrics that depict customer satisfaction and sentiments. However, there’s a way you can easily know whether your customers are satisfied with your brand and its offering.
Yes, you read that right.
Use a CSAT Score Chart.
We recommend the chart, especially if your goal is to measure your brand strength and stickiness.
A CSAT Score Chart uses a scale of between -100 and +100 to display negative and positive sentiments towards a brand. And this makes it incredibly easy to decode.
Values on the -100 side are red.
On the other hand, values on the +100 side are green in color. Also, there are values that are considered neutral. And this means there’re customers that neither like nor dislike your brand (as you shall see later).
Google Sheets lacks CSAT Score Survey Charts.
So, if your goal is to display insights into the sentiments of the target market towards your brand, you’ve got to think beyond Google Sheets.
Don’t get us wrong.
We’re not recommending you do away with Google Sheets, especially if your goal is to access ready-made and visually appealing CSAT Score Charts.
Download and install a particular add-in (which we’ll mention later) into your Google Sheets to access ready-to-go CSAT Score Survey Charts.
In this blog, you’ll learn:
Before delving into the core of the blog, we’ll address the following question: what is a CSAT Score?
The customer satisfaction (CSAT) score is the metric for assessing the customer service and product quality in businesses.
While customer satisfaction is a general idea, the CSAT score is a more refined metric expressed as a percentage.
100% is a fantastic score, while 0% is absolutely disastrous to a brand. The customer satisfaction concept is as simple as how satisfied customers are with your business?
The CSAT is one of the most popular loyalty metrics that contribute to a successful Voice of the Customer (VoC) program.
The methodology is necessary for delivering a great customer experience.
However, there is some skepticism around it. This guide is going to set the record straight.
The biggest strength of the customer satisfaction (CSAT) score lies in its simplicity: It’s an easy way to close the loop on customer interaction and determine whether or not it was effective in producing happiness.
If for some reason the experience wasn’t satisfactory, it’s easy to pinpoint that moment and take action to remedy the experience. Also, you can track customer satisfaction across the customer lifecycle very simply using the Customer Satisfaction Score.
Since it’s a quick survey, you can ask it across multiple experiences during a customer’s journey and get a big-picture view of how your customer feels at various touch points during the process.
This makes it easier to find potential bottlenecks and improve the customer experience.
CSAT ties customer satisfaction surveys to key moments in a customer’s experience. That way, you can connect your customer insights to business questions and measure the effectiveness of key moments, like user onboarding.
The best time to send a customer satisfaction survey is after a meaningful part of the customer lifecycle is completed. For example, sending a satisfaction survey at the end of the customer’s onboarding can help you capture valuable feedback on how to improve the onboarding experience.
At this point, the customer likely has made up their mind on whether or not your solution solves their problem, and if it doesn’t, you need to know that.
The simplicity of the CSAT score makes it easy to conduct this survey multiple times and at multiple touchpoints.
More so, the Customer Satisfaction Score may be used directly after customer support or customer education touchpoints.
For example, asking a single satisfaction question after a customer finishes reading a knowledge base article can help you gauge how effective it was.
Essentially, you can use CSAT surveys at any point where you hope to measure customer sentiment — during the sales process, or while interacting with your content.
You don’t want to skip the next section because we’ll address what is an NPS.
Bain and Company first introduced the Net Promoter Score in 2003. In fact, Net Promoter, NPS, NPS Prism, and many other NPS-related wordage are registered trademarks of Bain & Company Inc., Satmetrix Systems Inc., and Fred Reichheld.
A Net Promoter Score, or NPS, is a measurement of recommendation for your brand’s product or service on a scale between -100 to 100.
Positive and higher scores indicate acceptance and satisfaction of the target market.
On the other hand, the negative and lower scores depict dissatisfaction and dislike of your brand and its offering. The NPS is the key performance indicator for measuring brand strength.
Fred Reichheld created the methodology in the early 2000s to measure the likelihood of customers and employees referring a brand to others. Over time, the method has been refined and adopted by thousands of companies worldwide as a staple benchmark in the customer experience life cycle.
The power of the Net Promoter Score (NPS) solution is hidden in the simplicity of just one question: On a scale of 0-10, what is the likelihood of you recommending our company to a friend or colleague?
Once calculated, NPS is an integral part of your overall customer satisfaction strategy.
Yes, you read that right.
The Net Promoter Chart is made up of the following components:
Promoters are customers who give your brand a score of 9 or 10. Besides, they’re loyal with a high lifetime value. Passives are customers who give your brand a score of 7 or 8. Also, they are relatively satisfied and may stay or move on to a competitor if they get attractive offers.
Conversely, detractors are customers who give your brand a score between 0-6. More so, they are the dissatisfied ones who may damage your brand’s reputation by writing negative reviews or spreading negativity through word-of-mouth.
To measure Net Promoter Score, subtract promoters from detractors.
In the coming section, we’ll show you the differences between Customer Satisfaction (CSAT) vs. Net Promoter Score (NPS).
The main difference between CSAT vs. NPS is the former measures short-term happiness following a recent interaction with your brand. Conversely, the latter focus on overall brand satisfaction and customer loyalty.
Let’s take a look at the main differences between CSAT vs. NPS in more detail:
Customer satisfaction (CSAT) surveys measure how satisfied your target market is with specific areas or aspects of your business ‒ like customer support, the onboarding process, or a new feature. This gives you an overall idea of the areas you need to improve.
On the other hand, NPS surveys measure overall sentiments towards your brand as a whole. Besides, it’s an indicator of customer loyalty and can help you predict long-term business growth.
CSAT surveys should be measured right after meaningful touchpoints or milestones.
For example, after closing a support ticket. In this stage, you can easily evaluate the performance of your support reps and the quality of your customer service.
Conversely, the Net Promoter Score (NPS) should be measured at the end of a buyer’s journey. It’s advisable to choose neutral touchpoints so that customers don’t link their answers to the most recent interactions.
Also, you can use NPS to measure brand perception after a public relations (PR) crisis.
In the coming section, we’ll show you how to get started with a CSAT and NPS survey results presentation.
You don’t want to miss this.
Google Sheets lacks CSAT Score Survey Charts.
You don’t have to do away with Google Sheets. The good news is that you can easily download and install a particular add-on called ChartExpo.
So, what is ChartExpo?
ChartExpo is an add-on you can install in Google Sheets to access visually appealing and ready-made Customer satisfaction (CSAT) Score Survey Charts.
ChartExpo produces charts that are incredibly easy to interpret. Besides, it comes loaded with 50-plus ready-made and visually appealing CSAT charts you’ll never find in Google Sheets.
You don’t need to learn programming or coding to use ChartExpo.
Yes, you read that right.
This section will use a CSAT Score Chart to display insights into the table below.
| Questions | Ratings | Responses |
| How would you rate your overall satisfaction with the service you received? | 1 | 10 |
| How would you rate your overall satisfaction with the service you received? | 2 | 45 |
| How would you rate your overall satisfaction with the service you received? | 3 | 61 |
| How would you rate your overall satisfaction with the service you received? | 4 | 80 |
| How would you rate your overall satisfaction with the service you received? | 5 | 123 |
Install the ChartExpo add-on for Google Sheets from this link and then follow the simple and easy steps below.
The customer satisfaction (CSAT) score is the metric for assessing the customer service and product quality in your business.
On the other hand, NPS is a measurement of recommendation for your brand’s product or service on a scale between -100 to 100.
Positive and higher scores indicate acceptance and satisfaction of the target market.
The customer satisfaction (CSAT) score is the metric for assessing the customer service and product quality in businesses.
The methodology is necessary for delivering a great customer experience. You can use CSAT Score Survey Charts to display insights into the likelihood of customers recommending your brand to others.
Visualizing customer satisfaction data is immensely important and equally challenging.
Why?
Feedback data (from surveys) is complex and may involve textual and qualitative data. And this calls for a change in strategy, especially during the analysis phase.
There are no straightforward metrics that depict customer satisfaction and sentiments. However, there’s a way you can know customers are satisfied with your brand and its offering.
This is where the CSAT Score Chart comes in.
The aforementioned chart uses a scale of between -100 and +100 to display negative and positive sentiments towards a brand. And this makes it incredibly easy to decode.
What’s the difference between CSAT vs. NPS?
The customer satisfaction (CSAT) score is the metric for assessing the customer service and product quality in businesses.
On the other hand, NPS is a measurement of recommendation for your brand’s product or service on a scale between -100 to 100.
Besides, positive and higher scores indicate acceptance and satisfaction of the target market.
Google Sheets lacks CSAT Score Survey Charts for visualizing Net Promoter Scores (NPS).
To access a ready-made CSAT Score Chart, we recommend you install third-party apps, such as ChartExpo, into your Google Sheets.
Essentially, ChartExpo is an add-on you can easily download and install in your Google Sheets app. More so, the tool comes with insightful and ready-to-go Customer Satisfaction (CSAT) Charts.
Sign up for a 7-day trial to enjoy unlimited access to simple and visually appealing CSAT Score Survey Charts.
How much did you enjoy this article?
Learn the importance of quantitative research design and discover different methods and tools to analyze and interpret your data.
Outperform your competitors. Learn what a competitive analysis is, what to include, and how to do it on Google Sheets with this competitive analysis sample.
What is a Likert scale rating? Click here to learn how to create a Likert scale survey using Google Forms and analyze survey data in Google Sheets.
