Customer Satisfaction Assessment
The true success of a business is measured by customer satisfaction. Use our free assessment tool to measure your Customer Satisfaction (CSAT) and its impact on ROI.
What is CSAT?
CSAT is a metric that acts as a key performance indicator for customer service and product quality in all kinds of businesses. It is expressed as a percentage where 100% indicates maximum customer satisfaction and 0% indicates poor customer satisfaction.
It is measured through customer feedback that is gathered via one or more variations of this question:
“How would you rate your overall satisfaction with the [goods/service] you received?”
Respondents use the following 1 to 5 scale:
- Very unsatisfied
- Unsatisfied
- Neutral
- Satisfied
- Very satisfied
What variables are needed for CSAT?
TOTAL RESPONSES = Total number of customers who responded to the survey.
CUSTOMERS SURVEYED = A total number of customers the survey was sent to.
CUSTOMERS WHO RATED YOU A 4-5 = A total number of customers with ratings of 4 & 5.
CUSTOMERS WHO RATED YOU A 1-2 = A total number of customers with ratings of 1 & 2.
Next Step?
Create a survey now to get the variables needed for the CSAT.
Already have data from a recent survey? Calculate your CSAT now!
It’s easy!
Give your customers and team the best.
AlphaCX is an engagement platform purpose-built for teams and customers of small, medium and enterprise businesses.
AlphaCX is a customer support platform that turns complaints to happiness and Profit. Gives insights on customer satisfaction, retention and business growth.
It is a complete Customer Experience solution that offers Conversational Helpdesk, Knowledge Base, Satisfaction Surveys and Customer Portal to enable businesses to deliver consistent alpha customer service.
