Categories
CSAT is one of the three most popular loyalty metrics contributing to a successful Voice of the Customer (VoC) program.
You’ll agree when we say visualizing customer satisfaction data is critical and equally daunting.
Why?
Feedback data (from surveys) is complex and may involve both textual and numerical information. And this calls for a change in strategy, especially during the analysis phase.
There are no straightforward metrics in marketing that depict customer satisfaction and sentiments. However, there’s a way you can know customers are satisfied with your brand and its offering.
The number of clicks, especially from returning customers, is a key indicator of satisfaction. Besides, a remarketing campaign’s success can also tell you whether market sentiments are positive and profitable or negative.
This is where CSAT (customer satisfaction) score-based charts come into play.
The visualization designs can help you distill customer satisfaction data into meaningful insights. And this can save tons of hours, which you can use to relax or execute other tasks.
We recommend charts that communicate insights with clarity, especially when creating data stories for the upper management.
One of the tested and proven CSAT Score graphs is the NPS Chart.
Excel is one of the go-to popular data visualization tools among professionals and business owners worldwide. But the visualization tool lacks ready-made NPS Chart templates.
You can download and install a specific add-in in Excel to access ready-to-use CSAT Score Graphs, such as NPS.
In this blog post, you’ll learn the following:
Definition: Customer satisfaction (CSAT) metrics play a vital role in assessing service and product quality in businesses.
It’s 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?
CSAT is one of the three most popular loyalty metrics contributing to a successful Voice of the Customer (VoC) program.
The methodology is necessary for delivering a great customer experience (CX). However, there is some skepticism around it. This guide is going to set the record straight.
The key setback with the CSAT score is that happy customers don’t necessarily equate to revenue growth. And this means if a company’s sense of security relies heavily on its CSAT KPIs, it can be very disappointing that having satisfied customers doesn’t always lead to loyalty and revenue growth. But, when measured properly, satisfaction is part of a bigger system that leads to long-term customer retention.
While satisfaction is only one component of a successful customer satisfaction program, it’s essential.
The main strength of the 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 happy customers.
If the experience wasn’t satisfactory for some reason, it’s easy to pinpoint that moment and take action to remedy the experience. Not only that, but 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 score ties customer satisfaction surveys to key customer experience moments. 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.
The simplicity of the Customer Satisfaction 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.
The CSAT score for businesses is based on the following options:
Now that you know what is a CSAT score, let’s talk about how to calculate a customer satisfaction score?
Customer Satisfaction Score, or CSAT, is a customer loyalty metric that you can use to measure the satisfaction levels of the target market.
CSAT is one of the key metrics used to measure customer satisfaction because it’s so simple and easy to follow.
To use it, start by sending out a survey asking your audience to rate their satisfaction level with your brand and its offerings. The aforementioned rating is based on a five-point scale:
Take the number of satisfied customers (those who rate you a 4 or 5), divide that by the total number of responses, and multiply that number by 100.
The aforementioned formula will give you the percentage of customers who consider themselves satisfied with your CSAT number.
For instance, 50 customers give your company 5 stars and 30 give a rating of four. The total number of ratings will aggregate to 80 positive views.
If 100 people took the survey, you’d divide the total number of positive responses by the total number of customers surveyed, giving you 0.8. Multiply this by 100 to get a final percentage of satisfied versus unsatisfied customers. In this case, it’s 80%, which is a fantastic score.
We’ve just addressed what is a CSAT score? You don’t want to skip the benefits of measuring customer satisfaction.
Measuring the CSAT score is crucial, no matter the industry or niche.
Check out the benefits of tracking customer satisfaction KPIs below:
Perhaps your customers love your customer service team but find your products mediocre. Or maybe they find your services helpful but just hate your billing process.
It could be any reason that’s putting off your customers. You just have to probe them.
Yes, it’s an easy fix that can keep your customers delighted and loyal to your brand offerings.
You can easily track the strength and stickiness of your brand by probing your target market for feedback.
Loyal and repeat consumers are a significant source of cost savings for your business.
Did you know it costs anywhere from 5 to 25 times more to acquire a new customer than to keep your current ones?
If most of your customers are dissatisfied, they’ll churn over to your competitors. And you’ll be left with higher marketing costs.
Now that you are progressively learning more about what is a CSAT Score, let’s jump into the next section you don’t want to skip.
There’s no definitive answer to a good CSAT Score because it varies from business to business.
In fact, the score can range anywhere from -100 to 100. Scoring -100 screams that all customers surveyed are dissatisfied. Conversely, a score of 100 indicates total customer satisfaction.
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 with your brand and its offering.
NPS is the standard product KPI (key performance indicator) for measuring brand strength.
Like the CSAT score, the NPS score is based on a customer survey and qualifies those responses.
However, unlike the CSAT score, this metric is aligned with customers likely to recommend your business’s products or services to others.
Most NPS surveys ask customers to rate their likelihood of recommending your brand on a scale of 1 to 10.
We’ve already addressed what is a CSAT score and how your business can benefit from it. Keep reading to unearth how to visualize CSAT Score using NPS Chart in Excel?
Excel is one of the go-to data visualization tools for businesses and professionals.
However, the spreadsheet tool lacks CSAT Score Graphs, such as NPS Chart.
We’re not recommending you do away with the spreadsheet app.
You can turn Excel into a reliable data visualization tool loaded with ready-made and visually stunning CSAT Score Chart, such as NPS, by installing third-party apps, such as ChartExpo.
ChartExpo is an add-in you can easily install in your Excel.
With different ready-made and stunning visualizations, ChartExpo turns your complex, raw data into compelling, easy-to-digest visual renderings that tell the story of your data.
The application produces simple and clear visualization designs with just a few clicks.
Yes, ChartExpo generates ready-made CSAT Score charts, such as NPS, that are amazingly easy to interpret, even for non-technical audiences.
In the coming section, we’ll take you through how to visualize your data using CSAT Survey Score Chart with the help of an example?
This section will use a CSAT Survey Score Chart to visualize the table below.
Keep reading because you don’t want to miss this.
| Question | Rating | Feedback |
| Would you recommend our Software | 0 | 10 |
| Would you recommend our Software | 1 | 45 |
| Would you recommend our Software | 2 | 61 |
| Would you recommend our Software | 3 | 40 |
| Would you recommend our Software | 4 | 123 |
| Would you recommend our Software | 5 | 75 |
| Would you recommend our Software | 6 | 41 |
| Would you recommend our Software | 7 | 88 |
| Would you recommend our Software | 8 | 145 |
| Would you recommend our Software | 9 | 234 |
| Would you recommend our Software | 10 | 209 |
To get started with ChartExpo in Excel, follow the steps below:
There’s no definitive answer to a good CSAT Score because it varies from business to business.
In fact, the score can range anywhere from -100 to 100. Scoring -100 screams that all customers surveyed are dissatisfied. Conversely, a score of 100 indicates total customer satisfaction.
The CSAT concept is as simple as how satisfied customers are with your business? Besides, it is a key loyalty metric that contributes to a booming Voice of the Customer (VoC) program.
The methodology is necessary for delivering a great customer experience (CX).
You’ll agree when we say visualizing customer satisfaction data is critical and equally daunting.
Feedback data (from surveys) is complex and may involve both textual and numerical information. And this calls for a change in strategy, especially during the analysis phase.
So, what is a CSAT score?
Customer satisfaction (CSAT) metrics play a key role in assessing the customer service and product quality in businesses.
There are no straightforward metrics in marketing that depict customer satisfaction and sentiments. However, there’s a way you can know customers are satisfied with your brand and its offering.
The number of clicks, especially from returning customers, is a key indicator of satisfaction. Besides, the success of a remarketing campaign also can tell you whether market sentiments are positive and profitable or negative.
This is where CSAT score-based charts, such as NPS, come into play.
The visualization designs can help you distill customer satisfaction data into meaningful insights. And this can save tons of hours, which you can use to relax or execute other tasks.
Excel is one of the go-to popular data visualization tools among professionals and business owners worldwide. But the visualization tool lacks ready-made NPS Chart templates.
So, what’s the solution?
We recommend you try ChartExpo because it’s one of the most trusted add-ins. Besides, it has a super-friendly user interface for everyone to use irrespective of their computer skill level.
Create a simple, ready-made, and easy-to-interpret NPS Chart today without breaking a sweat or wasting your time.
How much did you enjoy this article?
Discover the best customer satisfaction survey software. You’ll also learn how to visualize and analyze survey results in Excel for actionable insights.
Learn how to measure and analyze customer experience using Excel. Discover the six key customer experience measures and how to create effective charts.
Click here to learn how to effectively analyze competitive analysis research data in Excel with the best charts and visualization techniques.
