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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:
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
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%
negative sentiment system is still used for 4 and 5-scale CSAT surveys.