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What is CSAT?

A Customer Satisfaction (CSAT) Survey is a short, easy-to-implement survey that asks your customers about their recent experience. It goes out immediately after closing a ticket in a helpdesk (such as Zendesk, Autotask, or ConnectWise); via email during the middle of a deployment; or as a follow-up from an account manager after completing an onboarding form.

CSAT is most commonly used to gauge a customer’s satisfaction with a particular ticket or project. It’s a perfect way to capture feedback at the height of customer interaction. If there’s a problem, this is when you’ll catch it.

Here's a sample CSAT survey:


Calculating CSAT

The CSAT score is calculated by adding up all the positive ratings received divided by the total of feedback responses. 

The customer then chooses a number between one (1) and two (5), one (1) and three (3), one (1) and four (4), or one (1) and five (5), with 1 being the worst score possible and 5 being the best you can get. The scores/ratings provided are then grouped into three categories: positive, neutral, and negative

Examples:

You received ten survey responses: 8 positives and 2 negatives

8 positives / 10 feedback received = 80%

You received ten survey responses: 8 positives, 1 neutral, and 2 negatives

7 positives / 10 feedback received = 70%


Sentiment mapping

The positive / neutral / negative sentiment system is still used for 4 and 5-scale CSAT surveys.

2-scale:

  • 1/2 - Negative

  • 2/2 - Positive

3-scale:

  • 1/3 - Negative

  • 2/3 - Neutral

  • 3/3 - Positive

4-scale:

  • 1/4 - Negative

  • 2/4 - Neutral

  • 3/4 - Positive

  • 4/4 - Positive

5-scale:

  • 1/5 - Negative

  • 2/5 - Negative

  • 3/5 - Neutral

  • 4/5 - Positive

  • 5/5 - Positive

See also:

📖 Rating scales for CSAT questions
📖 What is NPS (Net Promoter Score)?

📖 What is CES (Customer Effort Score)?

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